Skills and Competencies
- 3 years of work experience with previous technical customer support experience, preferably supporting an API or SaaS business.
- Solid knowledge of API, troubleshoot API bugs and issues.
- Strong customer service skills, an eagerness to excel and be part of a dynamic, fast-growing team.
- Superb analytical skills and persistence in problem solving. Experience in supporting enterprise application is a plus.
- Excellent verbal, written, and organisational skills.
- Demonstrated creativity, flexibility, enthusiasm, and willingness to learn.
- Exposure to the financial industry, banking and/or capital markets is a plus.
- Fluency in English
- Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use.
Education
- Bachelor’s degree required, concentration in Information Technology, or Computer Science, or Finance a plus.
Responsibilities
- Provide superior customer service on our industry-leading Moody’s Analytics products.
- Communicate with clients contacting Moody's Analytics in a courteous, professional, accurate and timely manner.
- Manage and escalate requests appropriately while maintaining ownership of the client interaction until resolution.
- Develop excellent working relationships with colleagues within Client Service and with partner teams such as Product, Sales, Customer Success, Engineering, Research, Data, Analysts, etc.
- Identify, capture, and channel client feedback on product features and functionality.
- Originate content for the Moody’s Analytics Knowledge Base.
- Support new product launches and new business initiatives.
- Identify sales and up-sell opportunities for the business.