Product Specialist

Responsibilities 

• Track, evaluate, and determine resolution approach for complex product and data issues that escalate from the Product Support and Client Success Manager teams. 
• Demonstrate a high sense of ownership of the issues in the queue to be responsive and provide timely updates, follow-up, expedition, and resolution. 
• Prioritize issues properly by severity and impact. 
• Ensure issue management processes are followed. 
• Understand roles, responsibilities, and expertise of internal stakeholders (developers, quality assurance analysts, data analysts, product development managers, project managers/scrum masters) in order to expedite issue resolution. 
• Generate business solution options to problems needing remediation. 
• Recognize patterns among repetitive problems and work to resolve the root causes by collaboration with development and product management teams. 
• Work with development team to create tools/documentations that automate/help issue investigation. 
• Contribute to ongoing efforts to streamline and improve processes. 
• Provide cross-products support when needed within the team. 

Requirements 

• Familiarity with Morningstar products and data.
• Excellent writing, communication, problem solving, organizational, and analytical skills.
• Ability to work independently and manage competing priorities and deadlines. • Ability to learn quickly and develop broad and deep expertise on the Product.
• Prior experiences with one or more of following products is preferred: Advisor Workstation, Annuity Intelligent, Direct and Direct Advisory Suite products.
• Strong customer service focus and experience in customer support is a plus.
• Prior experience in project management or business analysis is a plus.
• Familiarity with Database and API is a plus.
• Knowledge of the investment industry is a plus.
• Prior experience with JIRA and Salesforce Service Cloud is a plus.
• A bachelor’s degree in computer science, MIS, or a related field is preferred.

Morningstar is an equal opportunity employer.

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.