Senior Specialist, Technical Client Support

This role involves providing expert technical support for a comprehensive business intelligence tool used globally across locations including the US, Pakistan, India, and the Philippines. The position offers the opportunity to deepen product knowledge and enhance technical skills while serving as a key resource within the team. The candidate will independently resolve complex client issues, contribute to training and onboarding, and collaborate closely with product managers to maintain and update technical documentation.

Key Responsibilities:
- Deliver high-quality technical application support across a wide product range without supervision, focusing on long-term solutions rather than temporary fixes. Act as the primary point of contact for complex issues and a resource for junior team members.
- Assist in supervising and training junior staff, support non-technical client support teams, and contribute to the new hire onboarding process.
- Serve as a subject matter expert for senior team members, working closely with Product Managers to update technical guides and documentation.
- Participate in the development and standardization of reporting used by all technical teams, either by utilizing existing reports or creating new ones proactively.
- Maintain expert knowledge of product functionality, customer requirements, and usage, including a thorough understanding of open and closed technical bugs.

Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related field.
- 4 to 6 years of meaningful experience in a customer-facing technical support role, specifically supporting CIQ products and Market Intelligence (MI).
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to non-technical clients and internal stakeholders.
- Strong analytical skills with the ability to collect, analyze, and summarize data to produce clear technical reports and documentation.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) and experience running network captures and analyzing product error logs.
- Basic understanding of the finance industry and expert-level proficiency with 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:
- Appetite for delivering exceptional customer service and the ability to work independently on challenging technical issues.
- Opportunity to work within a global team committed to advancing essential intelligence and fostering a culture of integrity, discovery, and partnership.
- Comprehensive benefits package including health and wellness coverage, generous time off, continuous learning resources, financial planning support, family-friendly perks, and additional employee incentives.
- A workplace culture that values diversity, equity, and inclusion, promoting fairness and transparency in hiring and career development.

S&P Global Market Intelligence is dedicated to providing accurate, insightful data and technology solutions that empower customers to make confident decisions. The company embraces innovation and collaboration to drive global markets and create a more sustainable future.

S&P Global is an equal opportunity employer committed to inclusive hiring practices. Accommodations are available for applicants with disabilities during the recruitment process. Candidates are encouraged to review company policies on recruitment fraud and workplace rights to ensure a secure and fair application experience.