Senior Customer Support Specialist

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

**Job Description**:
We are looking for a **Senior Customer Support Specialist** at an exciting time for our fast-evolving **global Customer Support team.**

As a senior member of the team, you will become an established expert and lead in a specific field (Technical/ Operational or Commercial/ Product). You will be accountable for team L&D in this area and ensuring the team is equipped with the latest information and playbook to support L1 customer queries. You will be the first point of escalation for the wider team where necessary, with handling Level 1 queries in your area of specialism. In addition, you will generally lead by example, and proactively champion & influence, global best practice. You will support strong customer query outcomes and resolution times in your field and coordinate any issues. You will additionally play a lead role in relevant, key business projects pertaining to Customer Support, working closely with the Customer Support function manager.

The person that fills this role must be a strong communicator, highly organized, and self-motivated, with the ability to successfully collaborate and influence others. You will use your customer-focused, detail-oriented skillset and experience, to appropriately triage and handle customer queries through to resolution, in line with company SLA’s. You will demonstrate a customer-centric mindset resulting in strong customer satisfaction ratings and query resolution times. In addition, you will be responsible for ensuring user level permissions are always accurate and updated according to contracts and customer needs.

**Qualifications**:
You provide timely, accurate, pre-emptive support to customers via the Wood Mackenzie global customer helpdesk. These tasks include:

- Delivering high quality support. Connecting with customers by delivering professional, personal, and pre-emptive service; building and maintaining customer relationships by listening to their needs and putting them first while ensuring our customers receive a prompt, complete response and resolution.
- Use consultative questioning technique to fully understand customer needs
- Ensure accurate and timely recording of information in Salesforce CRM system. Be the voice of the customer, close the feedback loop.
- Collaborate with Customer Success teams on customer’s reactive needs as appropriate
- Ensure full and accurate understanding of new product/ customer inquiries, with timely escalation in line with SLA’s and process
- Act as an escalation point for more junior members of the team on level 1 query handling; particularly in your area of specialism

Ensure user level permissions are always accurate and updated according to contracts and customer needs.:

- Work collaboratively with Account Managers and Operations teams to understand user setup requirements
- Ensure accurate and timely user level setups for customer sites
- Day-to-day management of ongoing user level entitlement

**Sub responsibilities**
- You will generally lead by example, act as a coordinator on behalf of the team and champion global best practice. You will influence and support strong customer query outcomes in general, and help drive strong resolution times in your field of specialism.
- You will play a lead role in relevant, key business projects, working closely with the Customer Support function manager.
- Bring innovative ideas to improving our processes, working closely with the wider Customer Organisation, Sales, Finance, and CRM teams to identify gaps, design solutions, and support implementation

**Knowledge & Experience**

**You will have**:

- Previous experience in a customer facing role
- Fluent written and verbal language capabilities in both Japanese & English
- Strong analytical skills and an obsessive attention to detail mindset, with ability to multitask
- Strong communication skills
- Passion for solving customer problems
- Commitment to put the customer first, with empathy and emotional intelligence
- A personality that enjoys talking to customers and establishing good relationships
- Ability to manage customers' expectations and experience in a way that results in high customer satisfaction
- Ability to dig into complex systems to understand how they work and how they can be improved
- Tech savvy - you can quickly understand and communicate complex issues in a simple manner
- An entrepreneurial spirit and a passion for process
- Excellent written and verbal communication skills
- High levels of adaptability, initiative, and a kind, open, fun, team-oriented working attitude

**Core Competencies**
- ** **Customer focused
- Problem-solver
- Strong written and verbal communication skills
- Collaborative mindset
- Efficiency focused
- Abili