Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
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Wood Mackenzie Values
- Inclusive – we succeed together
- Trusting – we choose to trust each other
- Customer committed – we put customers at the heart of our decisions
- Future Focused – we accelerate change
- Curious – we turn knowledge into action
The Customer Organisation (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.
Wood Mackenzie is looking for a Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team. This role will focus on our Wood Mackenzie's Core products, Commodities, Trading & Analytics, and Short-Term Power customers, with responsibility for managing the day to day user management operations of this area of our business.
The person that fills this role must be an effective communicator, highly organized, and self-motivated. You will need to have strong attention to detail and be able to navigate complex user management and system requirements, making adjustments with accuracy and speed.
In this role, you are encouraged to be self-managing, proactive, collaborative, and team oriented. The role offers opportunities for individuals to follow personalized goals based on people’s natural abilities to desire and learn. Outcomes range from acquiring specialised technical skills, to career advancement and transfers into other business areas of our company.
Main Responsibilities
Deliver quality phone, email & webchat support to Wood Mackenzie's customers, and internal stakeholders, pertaining to user management, in a timely manner.
Be a liaison between customers and internal stakeholders, to communicate and troubleshoot any technical or system-related issues.
Ensure accurate and timely recording of information in Intercom and Salesforce. Ensure key stakeholders are kept updated of progress and outcomes.
Become the established expert and owner of Wood Mackenzie product's user management and fluid in systems knowledge.
Management of ongoing user level entitlement.
Provide support for the wider Customer Support team for all user management requirements.
About you and how you can excel in the role:
You should be:
Fluency in English, both written and verbal.
Exceptional attention to detail and organizational skills.
At least 1 to 2 years in a corporate environment.
Strong time management skills and multi-tasking abilities.
Excellent communication skills (listening, writing, and verbal).
Comfortable speaking on the phone with strangers.
Analytical and process-oriented mindset.
Technically adept with web-based applications.
Knowledge of a CRM and the Microsoft Office suite a plus, but not required
Ability to work effectively both independently and interdependently in a small team environment.
High levels of adaptability, initiative, and a collaborative working attitude.
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Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
