Morningstar India is looking for Technical Support Specialist
Morningstar seeks an outstanding individual to join our global team of Technical Support Representatives. The role will support the Morningstar Direct and Office/Workstation software for both external and internal users. Direct is our premier Institutional Research tool, and Office provides a comprehensive solution to our Investment Advisor clients. You will work as part of our Client Support Services to help quickly resolve issues, manage changes and provide insight at every step of the user experience.
Requirements-
Bachelor s degree/similar qualification in Computing Science or Information Systems or equivalent work experience
3+ years proven experience in client-facing technical support
Understanding of networking, internet and security concepts
Understanding of windows operating system administration,
Understanding of Citrix and other Virtual environments
Understanding of client-server architecture.
Working knowledge of .Net framework and Java.
An ability to learn Morningstar s bespoke software
Excellent written, oral communication and interpersonal skills.
A proactive approach to customer service taking ownership of issues as they arise.
Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
Strong problem solving and analytical skills with high attention to detail, and excellent time management.
Responsibilities-
Take ownership of cases which have been escalated by the Customer Support team and internal customers.
Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
Apply a professional, timely, and proactive approach to escalated client issues and calls.
Work with other teams to provide dedicated and specialist support to key clients.
Regularly follow-up internally and externally for all outstanding client queries, ensuring all issues are kept up to date.
Work with development, Data, Application Services and Corporate IT teams to solve complex issues and communicate product technical enhancements and updates.
Investigate thoroughly all incoming queries and escalate to the relevant team leader where necessary.
Document all actions in Salesforce and where appropriate create escalations for other teams in Jira.
Maintain a working knowledge of the features, benefits and functionality of Morningstar products, and serve as a resource to clients, team members and support services
Assist with the creation of documentation, knowledge sharing and process improvements.
Work Experience: 3 – 5 Years
Job Location: Navi Mumbai, Hybrid, India
About Morningstar
Morningstar, Inc. (Ticker: morn) a US Based NASDAQ listed Company. It is a leading provider of independent investment research in the United States and in major international markets. We build products and offer services that connect people to the investing information and tools they need. We put in extra work to improve what we do and we re always looking for new ideas to empower investors. Morningstar leaders bring a diverse set of skills and experiences to their work united by their commitment to our mission to empower investor success.
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