Customer Support Application Specialist

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.
Summary: Accuris is looking for a high-performing Customer Support Application Specialist based in Mexico who can speak and read English and Spanish languages. A career path responsible for receiving and resolving complex phone and email inquiries from external and internal customers. Many of these are escalated with the focus on providing technical or content support. This may include liaising across the organization to resolve information quality and system issues as well as assisting customers with application functionality.
General Job Duties:

• Able to handle technical or information queries from internal or external customers.
• Able to provide insight on content or data and/or provide technical support to customers.
• Troubleshoot customer issues to determine root cause and enter issues into Salesforce.
• Resolve general and complex customer inquiries through phone or email correspondence.

Specific Job Duties:

• Works under general supervision within a team.
• Has technical understanding of applications and/or information across at least one product range that includes Engineering Workbench, Haystack Gold or BOM Intelligence.
• Ability to answer internal/external technical or information issues and customer requests.

Required Education:

• Possess a relevant University degree, relevant qualification (certification) and / or equivalent experience.

Required Experience:

• Previous experience either in Customer Care or relevant technical support / information-related role.
• Technical and analytical skills working with network systems.
• Strong general IT skills including any of the following; network systems, operating systems, browser and connectivity, web navigation and basic computer workings.
• Must possess solid analytical skills to determine root cause and to resolve any of the above technical issues.

Other Skills:

• Experience in a support desk environment.
• Understanding of applications and / or information and how they are used by customers.
• Able to discuss and explain complex issues with customers in a straight forward and organized manner.
• Professional voice, appearance and interpersonal skills for effective communication with customers.

About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. (https://www.spglobal.com/engineering/en/index.html)
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Other details

• Job Family - Sales Operations/Support
• Pay Type - Salary
• Employment Indicator - Regular
• Travel Required - No