Job Description

Company Description
Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making. Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends. We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve \xe2\x80\x93 providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world\xe2\x80\x99s transition to a more sustainable future. WoodMac.com Wood Mackenzie brand video


Wood Mackenzie is looking for a Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team. The person that fills this role must be an effective communicator, highly organized, and self-motivated. The primary role of the Customer Support Specialist is to use your customer-focused, detail-oriented skillset, to appropriately triage and handle customer queries through to resolution, in line with company SLA\xe2\x80\x99s. You will demonstrate a customer-centric mindset resulting in strong customer satisfaction ratings and query resolution times. This is an exciting opportunity for someone looking to start or grow their career on the cutting edge of energy market intelligence. In this role you will provide critical support to Wood Mackenzie\xe2\x80\x99s Short Term Power customers, where you will focus primarily on building knowledge and providing support on our Short Term Power products and customers. This role will also include supporting wider Wood Mackenzie customers and products as part of a global Customer Support team. As the front-line support for our customers; you will develop a large global network internally as you engage multiple cross-functional stakeholders around the global business; and work collaboratively with your team across multiple time-zones, to deliver a true 24/5 service.

Qualifications

• You provide timely, accurate, pre-emptive support to customers via all customer touch-points. These tasks include:
• Navigating and assisting prompt resolution of any technical issues outside of US working hours
• Accurate triaging of all incoming customer queries received via email, phone and in-app support, aligning with SLA\xe2\x80\x99s
• Delivering high quality support. Connecting with customers by delivering professional, personal, and pre-emptive service; building and maintaining customer relationships by listening to their needs and putting them first while ensuring our customers receive a prompt, complete response and resolution.
• Use consultative questioning technique to fully understand customer needs
• Ensure accurate and timely recording of information in Salesforce CRM system. Be the voice of the customer, close the feedback loop.
• Collaborate with Customer Success teams on customer\xe2\x80\x99s reactive needs as appropriate
• Ensure full and accurate understanding of new product/ customer inquiries, with timely escalation in line with SLA\xe2\x80\x99s and process
• Ensure user level permissions are always accurate and updated according to contracts and customer needs
• Work collaboratively with Account Managers and Operations teams to understand user setup requirements
• Ensure accurate and timely user level setups for customer sites
• Day-to-day management of ongoing user level entitlement

About You

• Previous experience in a B2B customer facing role
• Strong analytical skills and an obsessive attention to detail mindset, with ability to multitask
• Strong communication skills
• Passion for solving customer problems
• Commitment to put the customer first, with empathy and emotional intelligence
• A personality that enjoys talking to customers and establishing good relationships
• Ability to manage customers\' expectations and experience in a way that results in high customer satisfaction
• Ability to dig into complex systems to understand how they work and how they can be improved
• Tech savvy - you can quickly understand and communicate complex issues in a simple manner
• An entrepreneurial spirit and a passion for process
• Excellent written and verbal communication skills
• High levels of adaptability, initiative, and a kind, open, fun, team-oriented working attitude
• Experience working with IT applications
• Knowledge of salesforce.com desirable but not essential

Expectations

• Customer focused
• Problem-solver
• Strong written and verbal communication skills
• Collaborative mindset
• Efficiency focused
• Ability to adapt as part of a fast-evolving team
• Working in a fast-paced environment with ability to multi-task
• Some technical knowledge and experience desirable but not essential

Additional Information
Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors. Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists. Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge. 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. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join. Hear what our team has to say about working with us: https://www.woodmac.com/careers/our-people/