MPS Senior Customer Support Representative

The Area:

Morningstar Client Service Group is the ambassador of our talents and investments aiming to provide our customers with unique experiences while helping them reach their business success goals. The vision of the department is to deliver a seamless, consistent experience and provide our clients with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business and product. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organization.

Responsibilities:

• Work closely with our Morningstar Publishing System EMEA client base to ensure timely production, quality assurance, and the delivery of projects for new and existing clients. 
• Serve as a single point of contact for post-sales services and ongoing relationship support. Own, coordinate and resolve data, functional, and technical issues that arise by acting as the primary issue owner for assigned clients. Collaborate with other internal resources as necessary until an issue is resolved and communicated back to the relevant stakeholders. 
• Use your innovative approach to contribute to the business in ways that range from communicating client feedback to product managers, liaising with data and sales colleagues, and liaising with data contributors, all the while contributing to changing and enhancing processes. 
• Proactively build effective client relationships, including the ability to anticipate and listen to our clients’ needs and be responsive. Achieve this by working closely with clients, our sales & product teams to deepen our client relationships, act as the key product expert and come to a better understanding of how they use and manage our products & data; and identify opportunities this may present for Morningstar. 
• Scope out the work to formalize client's business, functional and technical requirements in a client friendly document.
• Maintain and build strong client relationships by creating feedback loops that identify key areas for improvement in our service offerings. 
• Maintain a thorough insight about our data, research and technology solutions and build channels in conjunction with our sales and product teams for communicating to clients and internal stakeholders to ensure an efficient process to guide clients in their interaction with Morningstar and our solutions. 
• Work with the development and QA teams to explain prototypes and specifications.
• Co-ordinate and liaise with our sales and customer success teams to provide timely feedback on client queries and provide deep insights into the customer experience for those markets. 

Requirements: 

• Fluency in English and at least one other European language required; knowledge of additional European languages a distinct advantage
• Strong communication and presentation skills both written and oral.
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  At least 2 years of client-facing experience
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  Strong client service ethic; and proven organizational and multitasking skills. 
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  Organized with an analytical approach and the ability to work in a dynamic environment. 
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  An ability to be creative and think strategically regarding problem-solving. 
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  Ease in dealing with ambiguity; ability to create focus, coordination, and keeping internal & external stakeholders on track. 
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  Ability to develop strong internal and external partnerships and relationships; take a collaborative approach; and work effectively across different business and functional areas. 
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  Strong industry knowledge; investment and analytical skills and the ability to prioritize projects and tasks. 
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  Sound technical understanding of systems, data collection, and delivery. 
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  Experience with JIRA, Confluence, Salesforce
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  Bachelor’s degree or equivalent with a strong academic record. 
• Scrum/Agile designation preferred.

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.