This role will be part of the Energy & Natural Resources Customer Care team providing support andtraining to our customers. Part of a global team, the role will be remote (following COVID-19country regulations).
This person will provide customer support for IHS Markit products, via phone, email, or chatinquiries. This person will demonstrate the value of these products in collaboration with our dataand information. This person will act as a customer advocate and work with product management andsales to develop processes or product enhancements to address customer needs. This person will beexpected to contribute fully to the objectives of the Energy division and achieve the personalobjectives set by the manager. This role will be involved in ensuring the business delivers on whatis promised and ensuring that clients fully utilize the services. The result is increased customersatisfaction, retention and growth.
General Job Duties
• Maintain a high level of client care for IHS Markit clients.
• Troubleshoot client issues to determine root cause and provide a reasonableresolution.
• Provide detailed information for "critical" issues to escalation teams.
• Submit enhancement request on the client's behalf if the desired functionalitydoes not currently exist in the product.
• Maintain healthy relationships with product management and development.
• Continually improve product knowledge to ensure the best support can be offeredto all clients
• Be the 'voice' of the customer within the business by conveying customerfeedback to the relevant stakeholders.
• Capture client feedback/requirements and all interactions in Salesforce.com andreport to the relevant stakeholders.
• Participate in business improvement initiatives and client escalations asappropriate.
• Develop an understanding of the users and their needs.
• Feed any new leads through to the appropriate sales channel.
• Utilize internal network and previous experience to source answers to unknownquestions in order to provide the quickest and best resolution to customers.
Knowledge and Skills
• Able to work as part of a team or independently with moderate supervision.
• Must be articulate, patient, professional, and have strong interpersonalskills.
• Creative in finding solutions to client´s problems
• Able to quickly learn new software and interfaces.
• Able to explain complex workflow analysis to clients in a straightforward andorganized manner.
• Understands how database communicate with one another.
• Can work within cross-functional teams for client specific projects related toIHS Markit data.
• Ability to change direction quickly when new requirements come up andsuccessfully reprioritize work.
• Ability to meet deadlines and respond to clients in a timely manner.
• Ability to handle pressure, juggle multiple responsibilities simultaneously,and work well with a diverse customer base and various internal teams.
** Required & Preferred Experience
• Minimum Bachelor's degree. Preferably in Computer science, Database Management& Analytics or equivalent field or related experience.
• Knowledge of managing databases ( Local DB, SQL Server and SQL Server Express,SQL Server Management Studio, Oracle, or another relational database), understanding windowsnetwork file shares, security groups, Cloud architecture (Azure and AWS), API (JSON, XML), HTTPrequests, Map Services, BI tools, VMs, RDP and Citrix.
• 3 years relevant experience managing client relationships.
• Excellent written, verbal, and presentation skills in English are a must.Additional languages are an advantage.
• Working experience in Energy, Oil & Gas industry or related experience is aplus.
• Experience in troubleshooting technical issues such as windows credentialsissues .
• Experience using CRM tools, Saleforce.com is an advantage.
• Additional languages are an advantage.
The opportunity
As part of building your personal brand you will be given the opportunity to:
• Partner with customers .
• Build and maintain both global and local relationships internally.
• Work in a highly collaborative and passionate team environment.
• Contribute to global and local initiatives.
• Develop deep technical and/or strategic skills in an organization that is verysupportive of personal development.
• Develop a strong understanding and knowledge of Salesforce.com and othertools.
-----------------------------------------------
Inclusion and diversity are critical to the success of IHS Markit, and we actively encourageapplications from people of all backgrounds. We are committed to providing equal employmentopportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age,national origin, disability, status as a protected veteran, or any other protected category. Formore information on the many ways in which we enthusiastically support inclusion and diversityefforts for both candidates and employees, please access our Inclusion & Diversity Statementhere .
We are proud to provide reasonable accommodations to applicants with disabilities. If you areinterested in applying for employment with IHS Markit and need special assistance or anaccommodation to use our website or to apply for a position, please contact or call +1 212 849 0399.Determination on requests for reasonable accommodation are considered on a case-by-casebasis.This contact information (email and phone) is intended for application assistanceand accommodation requests only.We are unable to accept resumes or provide informationabout application status through the phone number or email address above. Resumes are only acceptedthrough the online application process, and only qualified candidates will receive considerationand follow-up.
IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test(where permitted by law). In addition, as a federal contractor in the United States, thecompany participates in the E-Verify Program to confirm eligibility to work.
For information please click on the following links:
IHS Markit Business Code of Conduct
Right to Work
EEO is the Law
EEO is the Law Supplement
Pay Transparency
-----------------------------------------------
Current Colleagues
If you are currently employed by IHS Markit, please apply internally via the Workday internalcareers site.
This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, graduates, inclusive employers & anyone who believes in workplace equality.
