S&P Global Market Intelligence
Financial Services
Sr.ClientServices/CustomerSupportAnalyst(JAPANESELANGUAGESUPPORT)
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“Sr. Client Services/Customer Support Analyst (JAPANESE LANGUAGE SUPPORT) at S&P Global Market Intelligence. Skills: Japanese language, Customer support, Problem-solving. Resolve customer queries via email, phone, live chat, and Salesforce cases. Assess, troubleshoot, and document issues”
What You'll Achieve.
Maintaining high satisfaction; Maintaining business value
Industry & Context.
Problem-solving skills; Troubleshoot effectively
Flexibility to work during public holidays
What They're Looking For.
Must Have
Fluent Japanese and English (verbal and written), Customer support experience with phone communication and problem-solving skills, MS Excel proficiency, Ability to work with Salesforce and call management systems, Excellent organizational skills, Ability to multitask in fast-paced environments, Manage competing priorities, Product expertise development, Ability to learn quickly, Troubleshoot effectively, Become a specialist resource for assigned areas, Team collaboration, Adaptability, Reliable, Flexible, Able to coach others, Working independently, Adjusting to changing situations
Nice to Have
Customer support desk or public-facing experience, Financial services technology or market data background, Interest in financial markets, Experience with call management systems, Experience with Salesforce, Flexibility to work during public holidays
What You'll Do.
Resolve customer queries via email
Identify trends and recurring problems
Escalate complex or high-impact cases to Level 2 support teams
Build deep expertise in assigned product area
Act as key point of contact for product operational changes
Participate in scheduled product meetings
Coordinate required actions
Provide weekly updates on product support themes
How You'll Work.
Team & Collaboration
Team collaboration and adaptability; Able to coach others; Working independently; Adjusting to changing situations; Partnering with customers; Collaborate with each other
Communication Scope
Fluent Japanese and English (verbal and written); Phone communication
Full Job Description
# **About the Role:** **Grade Level (for internal use):** 08 **Position Overview** Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value. **Customer Support & Issue Resolution** * Resolve customer queries via **email, phone, live chat, and Salesforce cases** , covering **technical, functional, and market/data** questions within agreed **SLAs** * Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement * **Escalate** complex or high-impact cases to **Level 2** support teams with clear context, urgency, and supporting details **Product & Operational Ownership** * Build deep expertise in an assigned product area and become a **“go-to” specialist** for Japanese customers and internal stakeholders across APAC * Act as a key point of contact for **product operational changes** , participating in scheduled product meetings and coordinating required actions * Provide **weekly updates** on product support themes, ongoing projects, and operational status in departmental meetings as deem necessary **Required Qualifications** * **Fluent Japanese and English** (verbal and written) — Essential requirement * **Customer support experience** with strong phone communication and problem-solving skills * **MS Excel proficiency** and ability to work with Salesforce and call management systems * **Excellent organizational skills** with ability to multitask in fast-paced environments and manage competing priorities * **Product expertise development** — ability to learn quickly, troubleshoot effectively, and become a specialist resource for assigned areas * **Team collaboration and adaptability** — reliable, flexible, and able to coach others while working independently and adjusting to changing situations **Preferred Qualifications** * Customer support desk or public
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