Customer Support Specialist

In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.

Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.

Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.

**Wood Mackenzie Values**
- 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

**Role Purpose**

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, and IT, to communicate and troubleshoot technical issues.
- 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.
- Provide customer-specific services on our platforms which help customers optimize the value of our software, data, and analytical solutions.
- Support product and role configuration tasks during implementation engagements, and management of ongoing user level entitlement.
- Provide support for the Customer Organization, strategic sourcing, and category management projects, and other ad-hoc projects.

**About You**
- Basic work experience in a customer facing role
- Strong time management skills and multi-tasking abilities
- Excellent communication skills (listening, writing, and verbal)
- Comfortable speaking on the phone with customers
- 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

**Expectations**
- We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment
- The nature of this role precludes it from consideration for part-time or flexible working arrangements
- Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones

**Equal Opportunities