Associate, Enterprise Technical Support

The Role: Associate, Enterprise Technical Support

Grade (relevant for internal applicants only): 07A

The Location: Islamabad, Pakistan.

The Team: Is a combination of skilled individuals that support all products under the Enterprise Web Service API umbrella. We help clients automate their workflow with relevant, actionable, and timely data. The team is spread across two geographies: Pakistan and India. API Support is a bridge between the clients and S&P Global Market Intelligence. This includes Development Teams, Product Management, Relationship Management, and Industry teams.

The Impact: As the first point of contact for clients you will be able to contribute to the team and company in a significant way. Your position as an Associate is critical as it is the link between the end-user and our Enterprise Web Service API products, you will be required to help clients understand the functionality of the product and the data we deliver through it. With your help, clients are able to come up with efficient solutions, while the internal teams are able to make timely, client-focused decisions.

What’s in it for you?

• You will attain a basic understanding of the finance industry and learn technical expertise like User Acceptance Testing (UAT), SQL, API Technologies and MS Excel.

• Get a superb opportunity to talk to external clients and internal partners across globe.

• Liaise with different product teams, development teams, and platform managers to analyze and help resolve product delivery related issues.

• Independently identify issues, resolve problems, and participate in a solution driven organization.

• Be part of a company that is a result-focused meritocracy. We set high standards and value accountability. We seek to identify and reward exceptional performance with growth opportunities.

• Based on planned growth & initiatives, you can emerge to the next roles. Grow expertly and personally throughout the tenure.

Responsibilities:

• Be a product specialist for the Enterprise Web Service API Solutions and provide in-depth technical assistance to clients.

• Gain in-depth knowledge of products from a content and delivery standpoint, and assist with pre and post Sales’ opportunities.

• Bring new ideas for innovation and automation perfection into the support process and build projects that will help replicate and resolve client issues.

• Understand and triage client questions/ concerns in an effective and timely manner

• Make suggestions in regards to product usability and quality

• Work with the development teams to develop solutions that are client focused.

• Work with Product and Account teams to effectively convey a client’s wants and needs

• Exercise independent discernment during UAT in developing test plans and evaluating results of testing.

• Work with teammates on projects, which improve and develop domain expertise and improve process flow.

What we’re looking for:

Basic Qualifications:

• Minimum of a Bachelor's/College degree in Computer Science or other technical related fields.

• Excellent written, verbal and presentation communication skills.

• Basic knowledge of Web Service API’s.

• Basic understanding of SQL language.

• Awareness of Operating Systems and their functional dynamics.

• Good knowledge of C#/Java/Python.

• Solid attention to detail and ability to multitask effectively.

• Team-player mentality with strong collaboration skills.

• Flexible to changes in a dynamic environment.

• Demonstrate troubleshooting, follow-through and analytical skills, resourcefulness, attention to detail, and good communication skills.

Highly Desired Knowledge and Skills:

• Prior experience in client support teams

• Knowledge of OData API

• Web Services/Architecture

About S&P Global Market Intelligence

At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/marketintelligence.

S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.