Specialist - Customer Care Support (Technical)

The Role

Specialist - Customer Care Support (Technical)

Team

Our Customer Care Support Specialist team stands out for its deep product knowledge and strong cross-functional collaboration, acting as a bridge between clients and internal teams to ensure queries are resolved efficiently with the right expertise. Working in Global Risk and Economics solutions offers exposure to a dynamic global portfolio covering country risk, economic indicators and forecasts, geopolitical assessments, scenario analysis, and decision-support tools that help clients navigate uncertainty and make informed business decisions. Our collaborative, supportive, and solution-oriented culture encourages knowledge sharing and continuous learning while maintaining a positive professional environment where teamwork is highly valued.

Responsibilities and Impact

• Manage client questions and issues effectively, ensuring clear communication, timely resolution, and a high level of customer satisfaction.
• Troubleshoot customersproducts/platforms/delivery workflows issues to determine the root cause of the problem and recommend a suitable solution.
• Resolve inquiries related to Global Risk and Economics solutions with accuracy and timeliness, including questions on country risk, economics, forecasts, data tools, platforms and delivery workflows.
• Provide technical support for Global Risk and Economics delivery solutions, including but not restricted to Connect API, REST API, Snowflake, and GoogleBigQuery, with ownership of complex client requirements and high-impact issues.
• Support clients with complex workflow requirements across custom dashboards, SSO setup and troubleshooting, platform-related issues, API use cases, and data feed workflows, collaborating with internal teams to resolve issues and enable seamless implementation.
• Collaborate with cross-functional teams - including Product, Sales, Delivery, and Data - to deliver comprehensive solutions and continuous improvement.
• Maintain detailed records of client interactions using the internal customer relationship management system and contribute to knowledge base development for team efficiency.

Required experience and skill sets

• Excellent written and spoken English proficiency is essential
• Minimum of 1-3 years of experience in client services, customer support, or related client-facing roles
• Strong analytical and problem-solving skills with excellent attention to details
• Ability to quickly learn new products, interfaces, and processes
• Excellent written and verbal communication skills
• Ability to stay highly organized in a high-volume, high-priority customer facing environment

Additional preferred experience and skill sets

• Experience with country risk, economic indicators, or related market intelligence solutions
• Experience with CRM systems and ticketing platforms such as Salesforce or similar customer management tools
• Ability to support client onboarding, implementation testing, data validation, documentation, and escalation handling for complex data delivery requirements.
• Working knowledge of APIs and data delivery methods such as REST API, Snowflake, Google BigQuery, SFTP, CSV, XML, SQL, JSON, Postman, and Swagger/OpenAPI is beneficial.