The Role
The Customer Support Representative will work as part of our dynamic global support team supporting one of our product business lines. Covering one of three shifts that cover from 7am to 7pm, the Customer Support Representative will provide assistance and support to our clients globally.
Job Responsibilities
Provide support to all incoming client queries during your shift.
Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
Investigate thoroughly all incoming queries and escalate to your team leader/manager where necessary.
Document all actions in CRM (Service Cloud) and create escalations for other teams in Jira.
Provide regular follow-up to clients on all outstanding queries.
Assist with creating documentation and knowledge sharing.
Actively contribute to process improvement project work.
Qualifications
Excellent written and oral communication, with excellent interpersonal skills.
Excellent client service skills with a proactive approach, and take ownership of issues as they arise.
Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
Strong problem solving and analytical skills with high attention to detail, and excellent time management.
Good understanding of Customer Support or 1-2 years' experience in a similar field, working with larger quantities of data.
Bachelor's degree or similar qualification in a technical or financial discipline preferred.
Nice to have
Fluency in a second business language is desirable.
Background in Financial Technology
001_MstarInc Morningstar Inc. Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
What the Team is Saying
What We Do
At Morningstar, we believe in building great products in-house in a highly collaborative, agile environment where we focus on technical excellence, the user experience, and continuous improvement. Our technologists represent a range of skills and experience levels, but they all view their work as a craft and push technology’s boundaries.
Why Work With Us
Imagining big things is in our blood -- it's transformed us from a company with just a few employees in 1984 to a leading independent investment research company with a worldwide presence today. As of April 2020, we acquired Sustainalytics to drive long-term meaningful outcomes for investors in the ESG space. Join us on this exciting journey!
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Morningstar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
