Job Role: Customer Support Specialist
Location: Work From Home
Pan India Job
About the job
Job Description
Wood Mackenzie provides the data that transform the way we power the planet – across every part of the energy and materials transition. Wood Mackenzie is the world’s most trusted partner for informed energy & natural resources solutions.
Our customers rely on our solutions to support decisions ensuring the global economy continues to be powered by accessible, reliable, and sustainable energy & natural resources.
Together, we inspire and innovate the markets we serve – providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources.
About the Role
The Customer Organisation (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it’s to embed products, deliver satisfaction, deliver agreed customer outcomes internally, define the customer experience strategy, or enable the division’s success.
Wood Mackenzie is looking for a Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team. This role will focus on our Commodities, Trading & Analytics, and Short Term Power customers, with responsibility for managing the day-to-day user management operations of this area of our business.
The person who fills this role must be an effective communicator, highly organized, and self-motivated. You will need to have strong attention to detail and be able to navigate complex user management and system requirements, making adjustments with accuracy and speed.
In this role, you are encouraged to be self-managing, proactive, collaborative, and team-oriented. The role offers opportunities for individuals to follow personalized goals based on people’s natural abilities to desire and learn. Outcomes range from acquiring specialized technical skills to career advancement and transfers into other business areas of our company.
Main Responsibilities
- Deliver quality phone, email & web chat support to Wood Mackenzie’s customers, and internal stakeholders, pertaining to user management, in a timely manner
- Be a liaison between customers and internal stakeholders, to communicate and troubleshoot any technical or system-related issues.
- Ensure accurate and timely recording of information in Intercom and Salesforce. Ensure key stakeholders are kept updated on progress and outcomes
- Become the established expert and owner of CTA/ STP user management and fluid in systems knowledge
- Management of ongoing user-level entitlement.
- Provide support for the wider Customer Support team for all user management requirements
About you and how you can excel in the role
You will have:
- Fluency in English, both written and verbal
- Exceptional attention to detail and organizational skills
- At least 2 years in a corporate environment
- Strong time management skills and multi-tasking abilities
- Excellent communication skills (listening, writing, and verbal)
- Comfortable speaking on the phone with strangers
- Analytical and process-oriented mindset
- Technically adept with web-based applications
- Knowledge of a CRM and the Microsoft Office suite is a plus, but not required
- Ability to work effectively both independently and interdependently in a small team environment.
- High levels of adaptability, initiative, and a collaborative working attitude
What you’ll love about us
Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging.
Wood Mackenzie values everyone’s contribution and helps them reach their full potential while sustaining an organizational culture of health and well-being.
Our core values are:
- Respect for the Individual
- Integrity
- Passion
- Persistence
- Confidence with humility
- Excellence
- Teamwork
We understand the importance of bringing your whole self to work and achieving a balance between work, family, and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzie’s success.
Hear what our team has to say about working with us: https://www.woodmac.com/careers/our-people/