Job Description
The Team: The talented and creative people in Morningstar's Software division help make technology one of our core strengths. We believe in building great products in-house in a highly collaborative, agile environment where we focus on technical excellence, the user experience, and continuous improvement. Whether it's through open-source development or the transition to cloud and mobile computing, we're always pushing technology's boundaries to find new and better ways to serve investors. Though the individuals in our division represent a range of skills and experience levels, they all view software development as a craft and care deeply about creating a positive user experience. You'll work across offices and cultures with smart people who are driven to find better ways to create great products integrating best practices in technology and investing.
The Role: Morningstar seeks a Product Consultant to join our Global Client Support team for supporting Morningstar's research, data and analytical products. Working directly with our Enterprise clients, you will join our client service group with the aim of resolving their critical and time sensitive issues. Working in conjunction with our product management, implementation managers, solutions, and sales teams, you will act as an expert to support the growth of Morningstar's enterprise solutions with our clients and identify new opportunities for expanding our offerings. This will be a key role in our mission to provide exceptional client experience by helping Institutional clients use our products to meet their goals.
Position is based in Mumbai office
Responsibilities
- Provide best-in-class service to all incoming client queries related to Morningstar products and services.
- Maintain an expert knowledge of Morningstar products and services, features, benefits, serve as a resource to team members and act as a consultant to the client.
- Apply a professional, timely, and proactive approach to escalated issues and calls.
- Regularly follow up internally and externally for all outstanding client queries and requests.
- Work closely with our internal Data, Engineering and Implementation teams to ensure timely production, quality assurance, and the delivery of projects for new and existing clients.
- Ensure compliance with the required service levels for the process.
- Demonstrate and promote strong client advocacy
- Provide and facilitate pertinent corporate, inter-departmental communications as necessary
Requirements:
- 2-3 years of relevant experience. Experience in Financial Services/Capital markets is preferred.
- A proven track record of managing clients with contractual timelines and scope. Effective analytical and decision-making skills.
- Good understanding of financial markets and investment products (especially stocks, mutual funds, commodities, currency) with inclination to learning
- Understanding of networks, web service errors, and complex software systems
- Excellent skills in Microsoft Excel
- Fast learner, self-starter/learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills. Professional attitude and strong service orientation.
- Educated to degree level, an advanced degree is a plus
- Excellent written and verbal communication in English
- Availability to work on Saturdays, Sundays & Public holidays (on a rotational basis) is a key requirement for this role as part of a global 24x7 support operation.
Nice to Have's
- Experience with complex information systems
- Familiarity with customer relationship management (CRM) software
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.
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