Field Support Associate

The Role:  Field Support Associate

Grade : 9

The Location: Hyderabad

The Team: Our team supports S&P Global Commodity Insights team members in our Commercial organization to attract new clients and provide support using our CRM tools and applications.  We work to drive operational efficiency for all business stakeholders by working within the agile framework to prioritize, plan and oversee the delivery of strategic initiatives on the SFDC platform. This team works with employees around the globe and at all levels in the business, providing a unique opportunity to get exposure to all areas of the business.  We are a growing team with many senior associates that can provide on-the-job training and mentoring on a going forward basis.
 

The Impact: The Commercial Systems and Tools team drive operational efficiency by enforcing the agile methodology and owns the prioritization of the S&P Global Platts Salesforce strategic initiatives. We also provide communications and overview on new system features, and improve data quality by implementing efficient data governance processes.
 

What’s in it for you:

Work with a global team and business Support a fast-paced business Work on a variety of projects and applications/software Team is growing quickly alongside the business so there is a lot of opportunity for advancement in the future On the job training and development
 

Responsibilities:

As a Field Support Associate, you will:

• Develop in depth understanding of business user processes and answer related questions from technology
• Champion Salesforce & Marketo best practices throughout the organization
• Support our Commercial teams in their daily workflows and ensure our commercial system(s) is/are meeting the needs of the business
• Act as Tier 1 support for incoming tickets/cases, resolving system/process issues and escalating to correct teams if needed
• Handle questions/requests related to Salesforce and connected applications (such as but not limited to Marketo, CVent, etc.) and related processes
• Monitor commercial system integrations sync errors e.g. MQL Sync Errors, etc.
• Monitor the Field Support DL for incoming inquiries and/or user complaints
• Tenaciously work through issue identification, resolution, documentation and communication
• Ensure our help documentation and applications are up to date and accurate
• Provide reporting on KPIs across the business on a regular basis using CRM applications and Microsoft Excel.
• Actively engage in product management by working alongside Product Owners by translation of business needs into technology requirements and the creation of related work items
• Assist Product Owner in prioritizing work items for the scrum team
• Assist Product Owner in creating additional work items (defects) ensuring all details are in place with the work item being ready for grooming
• Assisting in triaging of issues escalated to the scrum team and communicating these findings to stakeholders
• Participate in Agile projects to improve the commercial user experience and be able to conduct User Acceptance Testing with a high level of scrutiny
• Work with business users in conducting UAT and defect resolution
• Analyze Commercial processes and procedures to find areas for improvement. Work with a LEAN minds

What We’re Looking For:

Basic Qualifications:

• An undergraduate degree on Finance, Accounting, Business, Economics, or any related field.
• Preferably with 1-5 years of experience in client support function.
• Must possess strong quantitative, analytical and interpretive skills. 
• Excellent oral and written communication skills are required along with excellent MS Office skills.
• The candidate should possess strong organization, prioritization, problem identification, and problem solving skills to manage internal workflows and client communication.
• Ability to take initiative, use consultative skills and build strong, productive relationships.
• Willing to work in Night Shift.

Preferred Qualifications:

• Work experience in Salesforce
• Certification in Salesforce will be an advantage.

About Company Statement:

S&P Global Commodity Insights enables organizations to create long-term, sustainable value with data and insights for a complete view on the global energy and commodities markets