Product Support Specialist

Let’s be #BrilliantTogether

Overview

ISS STOXX is hiring! We are looking for a Product Support Specialist to support our product teams as our customer base is expanding. This role requires ability to communicate clearly with customers as well as internal escalation, a desire to learn about our ISS Market Intelligence products and financial services. You will interact directly with customers in getting them onboarded, offboarded, resolving connection and data challenges, and partner with our technology, data operations, customer success, product and business development teams to ensure proper tracking and escalation to achieve timely resolution of issues.

Responsibilities:

• Quickly learn about the data sets and products

• Drive customer insights and product alignment by tracking sales activity, contract alignment, and analyzing reasons behind wins, losses, and cancellations.

• Monitor and categorize customer-reported issues, collaborating with the product team to prioritize fixes within the roadmap.

• This role requires strong customer-centric mindset, the ability to synthesize feedback into actionable themes, escalate issues by criticality, and communicate updates effectively in partnership with the Customer Success and Accounts team.

• Support customer setup across our web, API, & cloud offerings, and resolve customer-reported issues.

• Work across many data sets including advisor, retirement and insurance data sets.

• Identify potential product enhancement and ideas to the product team

Qualifications:

Training & Experience:

• Bachelor’s degree in an analytical field of study such as Computer Science, Management of Information Systems, Economics, or Finance

• Minimum of 2-5 years of experience in the broader financial industry

• In-depth knowledge of data mapping and/or complex database structures

• Experience with supporting customer issues as level 1 support.

• Has problem solving skills and an ability to communicate with customers & work with internal teams

• Prior experience with documenting support resolutions (knowledge base)

• Desire to immerse in product culture and software development team experience

• Eagerness to learn about industry operating environment and new data/technology concepts

• Strong desire to demonstrate verbal and written skills

• Nice to have knowledge in website analytics & working with Excel formulas

Work Location & Schedule:

• Amenable to work in Ayala North Exchange Makati and on a Hybrid work set-up (3x onsite per week)

• Amenable to work on a permanent nightshift schedule (4:00 PM to 1:00 AM, PHT)

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What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

ISS Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.