The Role
The Senior Specialist, Level II supports complex data product cases, collaborates with teams for issue resolution, and engages with clients. Responsibilities include workflow definition, trend analysis, issue prioritization, and client communication.
Summary Generated by Built In
Senior Specialist, Level II
Job Description -
SHIFT- US
The Group: The Technical Support team is the second line support in Client Support Services. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring best-in-class experience using our products to achieve their goals.
The Role:
As a Level II Senior Specialist, you will support complex data and data product cases that get escalated to be reviewed from the Level I support teams. You will work closely with Client Service Support, Data Product Management and Data Operations to ensure resolution of these issues. Our analysts are required to research identified issues, ensure timely resolution, and communicate outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams. The position is based in our Mumbai office.
The Responsibilities:
The Requirements:
Morningstar is an equal opportunity employer.
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity
Job Description -
SHIFT- US
The Group: The Technical Support team is the second line support in Client Support Services. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring best-in-class experience using our products to achieve their goals.
The Role:
As a Level II Senior Specialist, you will support complex data and data product cases that get escalated to be reviewed from the Level I support teams. You will work closely with Client Service Support, Data Product Management and Data Operations to ensure resolution of these issues. Our analysts are required to research identified issues, ensure timely resolution, and communicate outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams. The position is based in our Mumbai office.
The Responsibilities:
- Work with the Level II Manager to define the Level II workflow for the Data Division. Contribute to ongoing efforts to streamline and improve this and related workflows.
- Utilize meta data to identify trends within large volumes of data cases. Propose solutions to mitigate those trends. Champion cross-team projects to implement approved solutions.
- Track, evaluate, and determine the resolution approach for complex data issues that escalate from the Level I teams (Product Support, Client Service Consultant and Relationship Management).
- Demonstrate a high sense of ownership of the issues in the data ticket queue to be responsive and provide timely updates, follow-up, expedition, and resolution.
- Prioritize issues properly by severity and impact.
- Partner with Client Service, Product, and Sales to ensure issue management processes are followed.
- Understand roles, responsibilities, and expertise of internal stakeholders to successfully expedite issue resolution.
- This will also be a client facing role that needs to meet with client on call from time to time.
The Requirements:
- A minimum of 2-4 year of experience working with Support teams analyzing complex questions on data/product and exposure to interact with global clients.
- Excellent writing, communication, problem solving, organizational, and analytical skills.
- Ability to work independently and manage competing priorities and deadlines.
- Experience working on Microsoft Excel and SQL would be necessary
- Morningstar Data Product knowledge is a plus.
- A bachelor's degree is required.
Morningstar is an equal opportunity employer.
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity
What the Team is Saying
Anna
Team Lead of Software Engineering
Upasna
Software Engineer, Data Collections - AI R&D
Saurabh
Senior Software Engineer
Wendell
Head of Sales, Institutional Equity Research
Raaghavendar
Associate Software Engineer
Jeff
Head of Technology and Product
Morningstar Compensation & Benefits Highlights
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Leave & Time Off Breadth — Time away options include a paid six‑week sabbatical every four years and flexible time off in North America, with broad usage reported in 2024. Feedback suggests these programs are a distinctive strength by market standards.
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Parental & Family Support — A global minimum beginning in 2025 provides at least 16 weeks paid leave for primary caregivers and up to 8 weeks for secondary caregivers, plus at least 6 weeks paid caregiving leave. This breadth positions family support as a clear pillar of the package.
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Equity Value & Accessibility — An optional Shared Ownership program lets employees direct part of a bonus into RSUs with a 50% company match. This structure adds a notable long‑term ownership component to total rewards.
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The Company
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.
Typical time on-site:
3 days a week
