Senior Specialist, Level II

Job Description -

SHIFT- US

The Group: The Technical Support team is the second line support in Client Support Services. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring best-in-class experience using our products to achieve their goals.

The Role:

As a Level II Senior Specialist, you will support complex data and data product cases that get escalated to be reviewed from the Level I support teams. You will work closely with Client Service Support, Data Product Management and Data Operations to ensure resolution of these issues. Our analysts are required to research identified issues, ensure timely resolution, and communicate outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams. The position is based in our Mumbai office.

The Responsibilities:

• Work with the Level II Manager to define the Level II workflow for the Data Division. Contribute to ongoing efforts to streamline and improve this and related workflows.
• Utilize meta data to identify trends within large volumes of data cases. Propose solutions to mitigate those trends. Champion cross-team projects to implement approved solutions.
• Track, evaluate, and determine the resolution approach for complex data issues that escalate from the Level I teams (Product Support, Client Service Consultant and Relationship Management).
• Demonstrate a high sense of ownership of the issues in the data ticket queue to be responsive and provide timely updates, follow-up, expedition, and resolution.
• Prioritize issues properly by severity and impact.
• Partner with Client Service, Product, and Sales to ensure issue management processes are followed.
• Understand roles, responsibilities, and expertise of internal stakeholders to successfully expedite issue resolution.
• This will also be a client facing role that needs to meet with client on call from time to time.

The Requirements:

• A minimum of 2-4 year of experience working with Support teams analyzing complex questions on data/product and exposure to interact with global clients.
• Excellent writing, communication, problem solving, organizational, and analytical skills.
• Ability to work independently and manage competing priorities and deadlines.
• Experience working on Microsoft Excel and SQL would be necessary
• Morningstar Data Product knowledge is a plus.
• A bachelors degree is required.

Morningstar is an equal opportunity employer.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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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