Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape.
For over 50 years our work has guided the decisions of the world’s most influential energy producers, utilities companies, financial institutions and governments.
Now, with the world’s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That’s why we’ve redefined what’s possible with Intelligence Connected.
By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we deliver a clear, interconnected view of the entire value chain. Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe.
This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence – whether planning days, weeks, months or decades ahead.
Wood Mackenzie
Intelligence Connected
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Wood Mackenzie Values
- Inclusive – we succeed together
- Trusting – we choose to trust each other
- Customer committed – we put customers at the heart of our decisions
- Future Focused – we accelerate change
- Curious – we turn knowledge into action
The Customer Organisation (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.
Wood Mackenzie is looking for a Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team. This role will focus on our Wood Mackenzie's Core products, Commodities, Trading & Analytics, and Short-Term Power customers, with responsibility for managing the day to day user management operations of this area of our business.
The person that fills this role must be an effective communicator, highly organized, and self-motivated. You will need to have strong attention to detail and be able to navigate complex user management and system requirements, making adjustments with accuracy and speed.
In this role, you are encouraged to be self-managing, proactive, collaborative, and team oriented. The role offers opportunities for individuals to follow personalized goals based on people’s natural abilities to desire and learn. Outcomes range from acquiring specialised technical skills, to career advancement and transfers into other business areas of our company.
Main Responsibilities
Deliver quality phone, email & webchat support to Wood Mackenzie's customers, and internal stakeholders, pertaining to user management, in a timely manner.
Be a liaison between customers and internal stakeholders, to communicate and troubleshoot any technical or system-related issues.
Ensure accurate and timely recording of information in Intercom and Salesforce. Ensure key stakeholders are kept updated of progress and outcomes.
Become the established expert and owner of Wood Mackenzie product's user management and fluid in systems knowledge.
Management of ongoing user level entitlement.
Provide support for the wider Customer Support team for all user management requirements.
About you and how you can excel in the role:
You should be:
Fluency in English, both written and verbal.
Exceptional attention to detail and organizational skills.
At least 1 to 2 years in a corporate environment.
Strong time management skills and multi-tasking abilities.
Excellent communication skills (listening, writing, and verbal).
Comfortable speaking on the phone with strangers.
Analytical and process-oriented mindset.
Technically adept with web-based applications.
Knowledge of a CRM and the Microsoft Office suite a plus, but not required
Ability to work effectively both independently and interdependently in a small team environment.
High levels of adaptability, initiative, and a collaborative working attitude.
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
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What We Do
In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight. Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors . Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain. Wood Mackenzie’s data and analytics empowers energy producers, governments and financial institutions to be confident in their investment decisions in the face of rapidly evolving markets. Part of the Veritas group.
