MPS Senior Customer Support Representative - Madrid This job is with Morningstar, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
The Area: Morningstar Client Service Group is the ambassador of our talents and investments aiming to provide our customers with unique experiences while helping them reach their business success goals.
The vision of the department is to deliver a seamless, consistent experience and provide our clients with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business and product.
Responsibilities: Work closely with our Morningstar Publishing System EMEA client base to ensure timely production, quality assurance, and the delivery of projects for new and existing clients.
Serve as a single point of contact for post-sales services and ongoing relationship support.
Own, coordinate and resolve data, functional, and technical issues that arise by acting as the primary issue owner for assigned clients.
Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and contributing to changing and enhancing processes.
Proactively build effective client relationships, including the ability to anticipate and listen to our clients' needs and be responsive.
Scope out the work to formalize client's business, functional and technical requirements in a client-friendly document.
Maintain and build strong client relationships by creating feedback loops that identify key areas for improvement in our service offerings.
Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders.
Work with the development and QA teams to explain prototypes and specifications.
Co-ordinate and liaise with our sales and customer success teams to provide timely feedback on client queries.
Requirements: Fluency in English and at least one other European language required; knowledge of additional European languages a distinct advantage.
Strong communication and presentation skills both written and oral.
At least 2 years of client-facing experience.
Strong client service ethic; and proven organizational and multitasking skills.
Organized with an analytical approach and the ability to work in a dynamic environment.
An ability to be creative and think strategically regarding problem-solving.
Ease in dealing with ambiguity; ability to create focus, coordination, and keeping internal & external stakeholders on track.
Ability to develop strong internal and external partnerships and relationships; take a collaborative approach.
Strong industry knowledge; investment and analytical skills and the ability to prioritize projects and tasks.
Sound technical understanding of systems, data collection, and delivery.
Experience with JIRA, Confluence, Salesforce.
Bachelor's degree or equivalent with a strong academic record.
Scrum/Agile designation preferred.
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