Job Description
**About the Role:**
**Grade Level (for internal use):**
08
**Position Overview**
Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value.
**Customer Support & Issue Resolution**
+ Resolve customer queries via **email, phone, live chat, and Salesforce cases** , covering **technical, functional, and market/data** questions within agreed **SLAs**
+ Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement
+ **Escalate** complex or high-impact cases to **Level 2** support teams with clear context, urgency, and supporting details
**Product & Operational Ownership**
+ Build deep expertise in an assigned product area and become a **“go-to” specialist** for Japanese customers and internal stake...
**Grade Level (for internal use):**
08
**Position Overview**
Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value.
**Customer Support & Issue Resolution**
+ Resolve customer queries via **email, phone, live chat, and Salesforce cases** , covering **technical, functional, and market/data** questions within agreed **SLAs**
+ Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement
+ **Escalate** complex or high-impact cases to **Level 2** support teams with clear context, urgency, and supporting details
**Product & Operational Ownership**
+ Build deep expertise in an assigned product area and become a **“go-to” specialist** for Japanese customers and internal stake...