The Role:
Customer Support Representatives (CSR´s) provide end-user client support on-demand via phone, email, chat or other remote tools. CSR´s are considered the first line of support for our products, engaging with end-users across various customer segments, including individuals, advisers, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types, spanning usage, investment, and basic technical issues. This position will be based in our Madrid office, reporting to the Customer Support Manager for EMEA.
Responsibilities:
Provide the highest-quality service to DACH (Germany, Austria, Switzerland) institutional clients through inbound call and feedback email activity.
Collaborate with Morningstar's data operations, development, sales, and product teams to resolve client issues in a timely manner and actively support institutional/advisory clients.
Proactively suggest product enhancements to the products team based on your daily interaction with clients.
Become a product specialist in all areas of our products and provide expertise on Morningstar methodologies, functionality, and product features.
Provide quality assurance on all new features and changes prior to their release.
Identify how Morningstar's clients use our products.
Think about ways of constantly engaging our clients.
Research Morningstar's competitive landscape.
Effectively document client feedback and activity.
Contribute to product research, service-improvement initiatives, and other projects as needed.
Requirements:
Fluency in English and German; knowledge of additional European languages is a distinct advantage.
Excellent written and oral communication skills, with strong interpersonal abilities.
Strong problem-solving and analytical skills with high attention to detail and excellent time management.
Proficiency with Windows-based applications.
Fast learner, flexible, and proven ability to work in a demanding environment with strong multi-tasking skills.
Sound client service skills with a proactive approach to taking ownership of issues as they arise.
An interest in the investment industry and capital markets knowledge.
Bachelor's degree or equivalent required.
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.
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