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The Customer Support Team (CST) is designed to provide the best personnel, tools and knowledge needed every day to support Markit's clients' and partners' needs. The Customer Support Team are the face of Markit and responsible for being the first point of contact for all customer inquiries.
With the ever-increasing product and customer base, there is a requirement for additional members of our Customer Support Team. This team is responsible for primary customer support across a wide range of the Markit products and is a key part of our operational structure.
The Customer Support Team is responsible for participating in all aspects of receiving, evaluating and resolving Markit's customer service issues in a timely fashion. Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to Markit. The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our organization.
Duties & accountabilities
Activities would include:
Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs
User management and customer on-boarding
Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met
Answering queries about permissioning from colleagues and Third Party data providers
Develop specialist status, thorough expertise, in an assigned product area. Become a "go-to" person for that product to support customers and internal staff queries for the EMEA region
Act as the point person on product operational changes through scheduled product meetings
Provide weekly product, support and project-based status updates at departmental meetings
Assist with the creation and maintenance of CST processes and documentation to ensure efficient running of the team
Identifying and escalating calls as needed to the appropriate level 2 support units
Continually innovate and fine tune the service desk system and reports to maximize its efficiency
Formulate and help implement effective business workflows and processes for internal Markit departments using Salesforce as required
Strong communication and interpersonal skills - both verbal and written
Excellent organizational skills with the ability to integrate into a fast paced environment with great attention to detail
Ability to learn quickly and multitask
Strong MS Excel skills
Effective analytical and troubleshooting skills
Flexible and reliable, able to adapt to changing situations
Team player, able to spot where help is required and is able to deliver help, coaching and training to other team members globally
Ability to use own initiative to solve problems: ability to turn quality work around in quick timescales and is able to discern the need for urgency from unnecessary rush
Customer-facing phone experience
Work experience, either directly with the public or on a dedicated support desk
Experience of financial services technology and/or market data experience
Interest in financial markets
Experience with a call management system
Second European language proficiency preferred for business purposes
It is the policy of IHS Markit to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IHS Markit will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. For candidates in the US, we are a participant in E-Verify (see link below).
EEO is the Law EEO is the Law Supplement Right to Work Pay Transparency Policy E-Verify
Current Colleagues If you are currently a colleague with IHS Markit please apply internally via Workday.