Customer Support Specialist

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 - providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world’s transition to a more sustainable future.

**Wood Mackenzie brand video**

**Job Description**:
The Customer Organization (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 or 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. You will be at the nexus of customers, products, and technology at Wood Mackenzie, helping internal and external stakeholders to understand, utilize, and fully realize the capabilities of the product suite. The person that fills this role must be an effective communicator, highly organized, and self-motivated. As a Customer Support Specialist, you will be required to use your customer-focused, detail-oriented skillset to analyze stakeholder needs and difficulties, while offering the best solutions that cover a wide variety of opportunities. You will demonstrate a customer-centric mindset, resulting in strong customer satisfaction ratings and query resolution times.

In this role, Customer Support Specialists 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**
- Be a liaison between customers and the Customer Organisation, IT and Operations to communicate and troubleshoot technical issues.
- Ensure full and accurate understanding of customer inquiries, with timely escalation in line with SLA’s and process. Providing customer-specific guidance on how to user our platforms which help customers optimize the value of our software, data, and analytical solutions.
- Ensure accurate and timely recording of information in Salesforce CRM system. Be the voice of the customer and advocate for them, ensure you close the feedback loop.
- Support product and role configuration tasks, and management of ongoing user level entitlement.

**Qualifications**:
**About you and how you can excel in the role**

You will have:

- Previous experience in a B2B customer facing role is desirable
- A bachelor’s degree in business or a related field, or equivalent level of work experience
- Strong time management skills and multi-tasking abilities
- Excellent communication skills (listening, writing, and verbal)
- Comfortable speaking on the phone with strangers
- Strong attention to detail and organizational skills
- Analytical and process-oriented mindset
- Knowledge of Salesforce and the Microsoft Office suite 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 kind, open, fun, team-oriented working attitude

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Additional Information

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 which encourages diversity and fosters a sense of belonging.

Wood Mackenzie values everyone’s contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.

Our core values are:

- Inclusive - we succeed together
- Trusting - we choose to trust each other
- Customer committed - we put customers at the heart of our decisions
- Future Focused - we accelerate change
- Curious - we turn knowledge into action

We understand the importance of bringing your whole self to work and to achieving balance between work, family and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum o