Technical Specialist, Level II

Technical Specialist, Level II

Job Description

The Group: The Technical Support team is the second line support in Client Support Services. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring best-in-class experience using our products to achieve their goals.

The Role: Morningstar seeks an outstanding individual to join our global team of Technical Support Representatives. The role will support products & applications within the Morningstar Enterprise Products & Data Platforms for both external and internal users. 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.

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.

Requirements

• Bachelor’s degree/similar qualification in computing science or information systems or equivalent work experience

• 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 and Coud Environments

• Working knowledge of .net framework, java

• Experience working with T-SQL/SQL Server, NoSQL databases

• 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.

• Ability to understand and convey client business requirements to Operations, Product & Development teams

• 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.

• 3+ years proven experience in client-facing technical support

• Availability to work on Saturdays, Sundays & Public holidays (on rotational basis) is a key requirement for this role as part of a global 24x7 support operation

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.