Customer Experience Representative

About the Role: Grade Level (for internal use): 07 Customer Experience Representative As part of a broader team, this role will support customers as they use S&P Global Mobility (formerly Market Scan products) products and be the first point of resolution.
You will provide top level customer service and help guide them through as needed.
As you become acclimated to the role, learning and growth opportunities exist.
Responsibilities: Walk customers through the process of installing the software on their machines and starting up the program for the first time Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem Send technical documentation to customers who have lost or misplaced theirs Refer difficult cases to a senior analyst or support tech Assume remote control over customers’ computers when necessary to resolve problems Make hardware recommendations for customers whose machines cannot support the software Participate in the after-hours support rotation in order to provide support for our customers working hours.
What we're looking for: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Hands-on experience with Windows environments.
Any background working with HTML, JSON, SQL a plus.
Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software Ability to exercise judgment, identify problems, research potential solutions, and identify situations requiring the expertise of others High degree of professionalism and skill in verbal and written communications Ability to provide step-by-step technical help, both written and verbal Proficient in Microsoft office suite; experience with Zoom, Jira, Monday.
com and FileZilla a plus Additional certification in Microsoft or similar technologies is a plus Physical Demands: Ability to work in a general office environment Ability to handle extended periods of computer-based work, including telephone Requires schedule flexibility to provide after-hours support Competencies: Fostering Teamwork: The ability and desire to work cooperatively with others on a team; interest, skill, and success in getting groups to work together cooperatively.
Communication: Must have superior written and oral communication skills.
Tailors the content of their communications to the level and experience of the audience.
Results Orientation: Prioritizes projects to meet required deadlines; ability to manage several projects at once focusing on the desired end result of one’s own and business unit’s work.
Thoroughness: Must be highly organized and maniacally detail oriented.
Initiative: An innovative, energetic and self-motivated attitude.
Identifies what needs to be done and does it before being asked to or required by the situation.
Does more than what is normally required in a situation.
Takes independent action to change the direction of events.
Building Collaborative Relationships: The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance and support.
Forward Thinking: On top of trends in the industry or marketplace and develops plans to prepare for opportunities or problems.
Stress Management: Is a master multi-tasker and problem solver who can prioritize matters while delivering high-level results.
Remains calm under pressure.
Demeanor: Must have ability to (re)present Market Scan professionally as it relates to conduct, behavior and appearance/attire.
Flexibility: Open to different and new ways of doing things; willing to modify one’s preferred way of doing things.
Adaptable to the changing nature of the business.
S&P Global states that the anticipated base salary range for this position is $45,700 to $50.
000 USD.
Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.
In addition to base compensation, this role is eligible for an annual incentive plan.
This role is eligible to receive additional S&P Global benefits.
For more information on the benefits we provide to our employees, please click here .
Sponsorship is not being offered for this position.
Resumes must be submitted in English for consideration.
This is a hybrid/remote working role with the opportunity for collaboration.
Office location is Camarillo, CA About S&P Global Mobility At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction.
Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility.
We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow.
For more information, visit www.
spglobal.
com/mobility .
What’s In It For You? Our Purpose: Progress is not a self-starter.
It requires a catalyst to be set in motion.
Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day.
We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.
At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities.
We Accelerate Progress.
Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective.
Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.
We are changing the way people see things and empowering them to make an impact on the world we live in.
We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.
We’re constantly seeking new solutions that have progress in mind.
Join us and help create the critical insights that truly make a difference.
Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets.
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.
We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits: We take care of you, so you can take care of business.
We care about our people.
That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you.
S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://www.
spglobal.
com/en/careers/our-culture/ Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets.
Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.
It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.
Compliance@spglobal.
com and your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster https://www.
dol.
gov/ofccp/regs/compliance/posters/pdf/eeopost.
pdf describes discrimination protections under federal law.
----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group) Job ID: 297947 Posted On: 2024-02-26 Location: Camarillo, California, United States