As a Level II Senior Data Specialist in the Data L2 Support, you will handle complex data and data product cases escalated from Level I support teams, Customer Success Managers, Sales, and senior managers. You will work closely with Client Support, Customer Success Managers, Data Content, and Subject Matter Experts to understand and resolve these issues. In this role, you will manage complex client issues, lead strategic client calls, and present and explain methodologies and complex data issue resolutions to clients. This position is based in our Madrid office and reports to the manager of the Client Response Program. Given the global nature of our clients, particularly those in the Americas, as well as in EMEA and APAC regions, flexibility to join calls outside standard EMEA working hours may be required.
Responsibilities: Track, evaluate, and determine the resolution approach for complex data issues escalated from the Level I team (Product Support, Client Service Consultant).Respond immediately to escalations from L1 managers, CSMs, Sales, and Senior Management.Serve as an expert on investment data points and calculations, leading strategic client calls and addressing questions and escalations from internal teams.Demonstrate a strong sense of ownership over issues in the data ticket queue, providing timely updates, follow-up, and resolution.Prioritize issues based on severity and impact.Enhance knowledge and improve data quality processes across internal teams (data and service).Stay current on financial regulations and updates.Leverage data to drive decision-making processes, defining, tracking, and analyzing key performance indicators (KPIs).Be a fast learner, expanding knowledge of additional universes and data sets in response to client needs.Understand the roles, responsibilities, and expertise of internal stakeholders to expedite issue resolution, identify opportunities for process and methodology improvements, and effectively communicate the voice of the client. Stakeholders include all Morningstar employees whose expertise may be relevant to resolving a data query. Requirements: Solid understanding of the financial industry and a passion for investment data.Willingness to collaborate with global teams.Excellent writing, communication, problem-solving, organizational, and analytical skills.Ability to lead external calls and clearly communicate and explain complex data issues and investment subjects.Strong client-centric mindset, self-learning ability, and time-management skills, with the capability to handle high volumes of cases and meet strict deadlines.Basic knowledge or willingness to learn essential tools and technologies such as SQL, Python, and AWS to analyze large volumes of data.Expertise in Morningstar data, methodology, quality, and processes (applicable only to internal Morningstar employees).Ability to work independently and manage competing priorities and deadlines.A bachelor's degree is required.
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