Specialist - Customer Care Support (Technical)

Grade Level (for internal use): 09 The Role: Specialist - Customer Care Support (Technical) Team Our Customer Care Support Specialist team stands out for its deep product knowledge and strong cross-functional collaboration, acting as a bridge between clients and internal teams to ensure queries are resolved efficiently with the right expertise. Working in Global Risk and Economics solutions offers exposure to a dynamic global portfolio covering country risk, economic indicators and forecasts, geopolitical assessments, scenario analysis, and decision-support tools that help clients navigate uncertainty and make informed business decisions. Our collaborative, supportive, and solution-oriented culture encourages knowledge sharing and continuous learning while maintaining a positive professional environment where teamwork is highly valued.

Reporting to the Customer Care Regional Manager, the role is customer facing and requires the ability to problem solve at a technical level across Global Risk and Economics solutions, data, platforms, and delivery workflows including Connect API, REST API, Snowflake and GoogleBigQuery. The final objective is to ensure excellent customer satisfaction and a high client retention rate. To rise to the challenge, you'll need to be a self-starter. Strong problem-solving skills and attention to details are also a must. But just as important as your technical know-how and talent for problem solving will be your ability to share the insights you gain. With that in mind, you'll need to be a confident communicator – both in writing and by phone – and, of course, you'll need to work well as part of a team.  What’s in it for you: You may be a great fit for our next Support Specialist if the following career benefits appeal to you: Client-facing impact: You enjoy working directly with end users to help them to interpret and apply the intelligence gained from our powerful solutions to make more informed business decisions. Empowerment: You like thinking critically about the unique needs at hand and working independently and collaboratively to come up with creative approaches to solve a given pain point or obstacle. Commercial success: You take personal satisfaction in the success of supporting business wins without the pressure of a direct quota/commission structure. Entrepreneurial, innovative culture: You like the challenge of working in an environment that is ever evolving: enhancing our solutions, refining our processes, adapting our strategy. Genuine interest in technology: You are keen on understanding technical workflows, troubleshooting issues, staying up to date with the latest technology developments, and communicating solutions clearly. Responsibilities and Impact Manage client questions and issues effectively, ensuring clear communication, timely resolution, and a high level of customer satisfaction. Troubleshoot customers’ products/platforms/delivery workflows issues to determine the root cause of the problem and recommend a suitable solution. Resolve inquiries related to Global Risk and Economics solutions with accuracy and timeliness, including questions on country risk, economics, forecasts, data tools, platforms and delivery workflows. Provide technical support for Global Risk and Economics delivery solutions, including but not restricted to Connect API, REST API, Snowflake, and GoogleBigQuery, with ownership of complex client requirements and high-impact issues. Support clients with complex workflow requirements across custom dashboards, SSO setup and troubleshooting, platform-related issues, API use cases, and data feed workflows, collaborating with internal teams to resolve issues and enable seamless implementation. Collaborate with cross-functional teams - including Product, Sales, Delivery, and Data - to deliver comprehensive solutions and continuous improvement. Maintain detailed records of client interactions using the internal customer relationship