Job Information
S&P Global Associate Product Support in Sydney, Australia
About the Role:
Grade Level (for internal use):
07
S&P Global Market Intelligence
The Team:
S&P Global's Solutions Product Support in the Asia-Pacific (APAC) region is to provide technical support to clients using S&P Global's Enterprise Solutions, specifically focusing on support for the Software business.
S&P Global provides Software offerings for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. With offices in EMEA, North America, APAC and India. Our software offering has a global reach and increasingly clients require work to be carried out remotely from their main office.
The Impact:
The Support Role in APAC for S&P Global's Solutions business offers several impactful opportunities for individuals starting their careers in the company. Here are some key impacts of this role:
Building a global network: As part of the Support Role, individuals become part of a global community. They have the opportunity to connect with mentors, peers, and teams from around the world. This network enables them to access a wealth of knowledge and support, fostering personal and professional growth.
Knowledge sharing and collaboration: In the Support Role, individuals are encouraged to share their knowledge and collaborate with colleagues. This collaborative environment allows for continuous learning and the exchange of ideas, contributing to individual and team development.
Skill development: The Support Role in APAC offers valuable opportunities for skill development. Individuals learn how to effectively troubleshoot technical issues, provide support to clients, and communicate complex information in a clear and concise manner. These skills are transferable and can be beneficial for future career advancement.
What’s in it for you:
As an Associate Product Support Specialist in the APAC, there are several benefits and opportunities for you:
Expertise development: By focusing on the software application, you will have the opportunity to become an expert in these Enterprise Solutions. This expertise will not only enhance your technical skills but also increase your market value as a specialist in these areas.
Career growth: As you gain in-depth knowledge and experience with our software offerings, you can pave the way for future career growth within S&P Global or in the broader industry. Your specialized skills and expertise will open doors to various career opportunities, such as product management, implementation consulting, or leadership roles within the product support domain.
Client interaction and impact: Working directly with clients and providing high-quality support and training allows you to have a direct impact on their experience and success with our software offerings. Building strong relationships with clients and helping them overcome challenges can be rewarding and fulfilling.
Cross-functional collaboration: As a Product Support Specialist, you will collaborate with colleagues across different business lines and regions. This collaborative environment fosters knowledge sharing, exposes you to diverse perspectives, and helps you develop a broader understanding of the organization's operations and product offerings.
Responsibilities:
Become an expert in all facets of supported financial products
You will be responsible to provide advanced technical support to clients for thinkFolio or EDM
Provide outstanding client services by presenting timely and positive resolutions to clients across all aspects of application support for thinkFolio or EDM
Effectively and efficiently troubleshoot client issues to resolution and escalate as needed, work with internal groups to document issues, and deliver effective solutions
Monitor all incoming support channels to address client inquiries quickly and efficiently, and manage multiple requests simultaneously.
Maintain multiple client-reported questions or issues, and document written and verbal communication in our internal service management system.
Work directly with senior managers on a regular basis and collaborate with colleagues across business lines and regions.
You will contribute to the development and maintenance of product documentation, including user guides, troubleshooting guides, and knowledge base articles.
What We’re Looking For:
The ideal candidate is inquisitive and quick learner of new technologies and financial products, while effectively communicating and engaging clients. They are detail-oriented, enjoy finding solutions for complex issues, and have the ability to provide step-by-step solutions.
Education and qualifications: A bachelor's degree in computer science, information technology, or a related field is typically required.
Experience: 1-2 years of experience in providing technical support for enterprise software applications, experience in the financial services industry or working with investment management systems is preferred. Proven experience in troubleshooting complex issues and providing effective solutions is essential.
Proficiency in SQL, scripting languages, and data analysis tools is often required.
Problem-solving and analytical abilities: Strong problem-solving skills, including the ability to analyze complex issues, identify root causes, and develop innovative solutions. The capacity to work under pressure, prioritize tasks, and meet tight deadlines is important for handling multiple support requests simultaneously.
Customer-oriented mindset: A customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction.
Communication skills:
English - Good communication skills to be able to communicate with Global Teams
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
For more information, visit www.spglobal.com/marketintelligence .
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://spgbenefits.com/benefit-summaries
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 http://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), OPRTON203 - Entry Professional (EEO Job Group)
Job ID: 302438
Posted On: 2024-06-26
Location: Sydney, New South Wales, Australia