Job Description

Location(s):

  • MIS Support Center, 4th floor, East Tower, Eurocenter Business Center, in front of Cenada, Heredia, 40104, CR

Line Of Business: COR(COR)

Job Category:

  • Sales & Marketing

Experience Level: Experienced Hire

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are -with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

  • 2+ years software support experience with an emphasis on customer service
  • Fluent in primary browser usage and troubleshooting (Chrome, Microsoft Edge, Firefox)
  • Excellent verbal and written communication skills
  • Active listening skills and desire to empathize with client, accept feedback and create solutions
  • Experience with SalesForce or another CRM
  • Experience with customer-support ticketing software such as HelpScout, ZenDesk, Intercom
  • Basic understanding of the commercial real estate industry and terminology (or adjacent industry)
  • Experience in a Customer Success role focused on outreach & relationship management

Education

Bachelor's degree required

Responsibilities

  • Process inbound technical inquiries via email and phone in a timely fashion.
  • Quickly evaluate technical support needs presented by our customers and apply a solution, while troubleshooting complicated issues in collaboration with your peers prior to escalating.
  • Proactively follow up with customers once issues are resolved - keep them informed if solutions are delayed.
  • Conduct customized product demonstrations tailored towards customer’s specific CRE data needs.
  • Assist CRE professionals with conducting searches for listings, generating reports, building & sharing lists, sending broadcast emails, tracking leads, troubleshooting issues as needed.
  • Serve as a customer advocate by communicating client feedback to relevant stakeholders, identifying up-sell opportunities and areas for product improvement.
  • Document all interactions with clients, including issues reported, solutions applied and any customer feedback received.
  • Support collaborative efforts across Moody’s Analytics growing network of CRE partners.
  • Stay up-to-date about new features and ongoing software bugs that may impact customer experience by collaborating with colleagues.
  • Escalate feedback and create best practices to improve site features and/or customer satisfaction to our development team.
  • Work in unison with Econ, Research, and Product to provide problem-solving solutions to end-user, while maintaining a high-level of product knowledge as the platform evolves.

About the team

As the forward-facing department of our customer-centric firm, we are dedicated to

offering exceptional client service. We thrive on positive interactions with our

customers and always aim to go above and beyond to provide optimal outcomes.

Partnership is at the heart of our team, as we understand it achieves the best results.

Throughout the day, peers constantly interact with one another, assisting with case

management and fostering a supportive and dynamic work environment.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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