Customer Support Representative - #7509535

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Looking for an opportunity to use your analytical and problem-solving skills as part of a growing multinational team in Madrid? We are looking for someone who is on the hunt for a new challenge in a fast-paced and dynamic environment, supporting some of the finance industry's most prestigious institutions.

This role will give you valuable exposure to our main reporting product, the Morningstar Publishing System (MPS), a financial reporting tool used globally by some of the world's largest investment managers. Every day is different in the life of a MPS Customer Service Representative (CSR), and you will be responsible for managing a specific portfolio of clients and markets assigned to you. As the front-line contact for these clients, you will play a crucial role in helping them increase the value of their solution and leverage MPS capabilities to their fullest potential. Additionally, you will serve as the point of escalation for any type of issue, ensuring timely and effective resolution.

Are you able to multi-task and maintain composure under pressure? Then you could be just what we are looking for.

Job Responsibilities

• Provide world-class service to some of the industry's largest wealth and asset managers through inbound scheduled calls and emails.
• Lead and own the resolution of all client inquiries/problems through interaction with clients, product partners, operations, and other staff in a timely and professional manner.
• Deep understanding of client's business requirements, technical platform, organization, priorities, and champion new enhanced technology services on behalf of the client.
• Host ad-hoc product training sessions for clients.
• Implementing new changes in the client solution by gathering requirements and interacting with technical teams.
• Occasionally hosting quarterly business reviews in cooperation with the sales team.
• In partnership with the Production Management organization, ensure clients receive support levels in line with their expectations and contractual commitments for Morningstar Publishing.
• Being a product specialist and provide expertise on our methodologies, functionalities, and product features.
• Serve as an expert to assist with technology and data content-related issues owned by different teams that are not being actioned per commitments or expectations.
• Manage client enhancements ensuring that tasks are completed, and key Subject Matter Experts are actively engaged.
• Serve as a mentor for our junior team members ; on boarding, knowledge sharing & expertise of managing strategic accounts.
• Reviewing processes and implementing improvement initiatives.
  
  

Qualifications

• At least 2 years with a previous experience in a client facing role will be preferred for this role.
• Bachelor's degree or equivalent preferably in Business Administration, Economics, Finance, or related fields.
• Language required are fluent in English (mandatory), plus at least one or more additional between German, Swedish, Norwegian, Danish, French, or Italian.
• Solid understanding of the financial industry and Financial Services and basic finance knowledge.
• Familiarity with Agile and Project management is a nice to have.
• Previous experience working on Jira systems and Salesforce is an advantage.
  
  

302_MstarEurServSL Morningstar Europe Services, S.L. Legal Entity

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.