Senior Specialist, Technical Client Support

This role involves providing high-quality technical support for a broad range of business intelligence products within a global team spanning the US, Pakistan, India, and the Philippines. The position offers opportunities to deepen product knowledge and enhance technical skills while serving as a key resource for clients and internal teams. The candidate will independently resolve complex client issues, contribute to training and onboarding, and collaborate closely with product managers to maintain technical documentation and reporting standards.

Key Responsibilities:
- Deliver expert-level technical application support across multiple products without supervision, ensuring not only issue resolution but also long-term fixes. Act as the primary point of contact for challenging problems and mentor junior team members.
- Assist in supervising junior staff and provide training to non-technical client support teams and other departments as needed. Take ownership of the new hire onboarding process.
- Serve as a subject matter expert for senior team members, working closely with Product Managers to update and maintain technical guides.
- Contribute to the development and standardization of reporting tools used by technical teams, either by utilizing existing reports or creating new ones proactively.
- Maintain an expert understanding of product functionality, customer requirements, and usage patterns, including familiarity with open and closed technical bugs.

Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related field.
- Four to six years of experience in a customer-facing technical support role, preferably supporting CIQ and MI products.
- Strong analytical skills with the ability to collect, analyze, and summarize data for clear technical documentation and reporting.
- Excellent written and verbal communication skills in English, capable of explaining technical concepts to non-technical audiences via phone and email.
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
- Experience with network captures and analyzing product error logs.
- Basic understanding of the finance industry and expert proficiency in computer applications and Windows operating systems.
- Demonstrated ability to influence client satisfaction by resolving complex technical challenges and making impactful technical decisions.

Preferred Qualifications and Benefits:
Candidates who exhibit a strong commitment to delivering exceptional customer service and have experience contributing to team training and onboarding will thrive in this role.

At S&P Global Market Intelligence, employees benefit from a supportive work environment that values integrity, discovery, and partnership. The company offers comprehensive health and wellness coverage, generous paid time off, continuous learning opportunities, and financial wellness programs including retirement planning and education assistance. Family-friendly perks and additional benefits such as retail discounts and referral incentives are also available.

S&P Global is dedicated to fostering an inclusive workplace where all individuals have equal access to opportunities based on merit. The company promotes fairness, transparency, and respect, driving innovation and powering global markets.

As a global employer, S&P Global emphasizes the importance of accurate and insightful information, empowering customers to make confident decisions. The team is driven by curiosity and a shared mission to advance essential intelligence that supports sustainable business practices and a prosperous future.

S&P Global is an equal opportunity employer committed to diversity and inclusion. Reasonable accommodations are provided for applicants with disabilities during the hiring process.

For more information about the company and its offerings, please visit their official website.