Customer Care Specialist - Transportation

  • Competitive
  • George Town, Pulau Pinang, Malaysia George Town Pulau Pinang MY
  • CDI, Plein-temps
  • IHS Markit
  • 18 sept. 18 2018-09-18

Customer Care Specialist - Transportation

Technical Specialist - Customer Care (Transportation Segment)
Summary: This role will be responsible for providing Tier 2 customer technical support for the IHSMarkit Transportation sector, which includes paid subscription Maritime & Trade, Automotive, and Aerospace, Defense & Security products. The role will be customer facing and will require the ability to problem solve at a technical level, involving various customer IT platforms, where the technical issues may arise. The role will be working with IHSMarkit data and liaising between a variety of internal provider groups to ensure continuous client access. It will also be required to work with various IHSMarkit teams to develop and enhance products and processes to address customer issues and better meet customer requirements.
General Job Duties:

  • Troubleshoot customer technical issues when they are using the IHSMarkit products to determine the root cause of the problem and recommend a suitable solution
  • Review customer business workflows and advise them on how best to use the IHSMarkit products
  • Maintain a professional and efficient approach when resolving IHSMarkit customer issues
  • Document client interactions using a customer relationship management (CRM) system
  • Provide detailed information to the management teams when critical issues have been identified
  • Develop knowledge base articles, which may include a product issue resolution processes, which could be used internal or external
  • Submit formal enhancement requests, captured from client feedback, which can help to enhance future versions of the product
  • Provide feedback on new product releases to Product Managers to gauge the impact of the release and if there are immediate enhancements required
  • Establish and maintain productive relationships with internal provider groups including product management, developers, account managers, subject matter experts and others
Required Experience:
  • At least 3 years' experience in a client-facing role within a fast-paced complex environment
  • Ability to articulate and clearly explain complex workflow analysis of supported products/data with customers
  • Strong troubleshooting/problem-solving skills
  • Ability to quickly learn new products, interfaces, and processes
  • Excellent verbal and written communication skills
  • Ability to stay highly organized in a high-volume, high-priority customer facing environment
  • Good understanding of Microsoft Windows platforms, web browser support and Internet functionality
Preferred Experience:
  • At least 1 year experience in an IT helpdesk or similar type environment
  • Strong technical skills that include installing and supporting software applications within various client network environments
  • In-depth understanding of one or all of the following industries: Aerospace/Defense/Security, Maritime, Trade and Automotive
  • Multi-lingual skills a plus
Physical Requirement/Working Environment:
  • Ability to physically perform general office requirements
Must be able to perform essentials responsibilities with or without reasonable accommodations
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).

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