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S&P Global Market Intelligence, is a division of McGraw Hill Financial. The firm is a leading provider of financial and industry data, research, news and analytics to investment professionals, government agencies, corporations, and universities worldwide. S&P Global Market Intelligence integrates news, comprehensive market and sector-specific data and analytics into a variety of tools to help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk.

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Note: This is a night shift role. However, incumbent is expected to be flexible to work in morning and evening shift if need arises.

S&P Global Market Intelligence is seeking a Technical Product Support Representative to provide high-quality reactive technical customer support for our enterprise data products and delivery platforms. This position focuses primarily on our on-demand web service platforms and API-based data delivery product offerings.


    • Learn our existing web service products, content offerings and support tools
    • Study common web service terms, concepts, technologies and protocols
    • Stay current on product changes, release dates, scheduled service outages, etc.
    • Perform Level 1 technical product support:
      • Collaborate directly with technical product users/developers to:
        • Identify the product or service being used
        • Understand the specific nature of issue(s)
        • Own case through resolution
          • Manage the customer expectations
          • Resolve case or Escalate (to appropriate subject matter specialist or
          • team)
      • Work with internal product sales teams to:
        • Provide general product information, reference materials, documentation, etc.
        • Confirm customer account status (platform access and content entitlements)
        • Provide customer usage reports
    • Continuously develop technical product knowledge and troubleshooting skills
    • Strengthen the team and support organization through knowledge sharing, identifying
    • efficiencies, improving quality of service and workflow processes
    • Develop, enhance and maintain technical product documentation
    • Serve as the “voice of the customer” in the product development process, providing critical
    • feedback regarding defect and enhancement prioritization and product lifecycle decision-
    • making

Required Skills

    • Demonstrated product support, technical & troubleshooting skills
    • Solid communication skills (English verbal & written)
    • Knowledge of our existing API / Web Service product offerings & associated content sets
    • Experience with Web Service terms, concepts & protocols
    • Understanding of internal API support tools & escalation paths/processes

Beneficial Skills

  • Operating Systems (Windows, Linux, UNIX, MAC, IOS, Android, etc.)
  • Web Protocols (HTTP, HTTPS, FTP, SFTP, FTPS, etc.) & features/commands
  • HTTP Messages (Headers, Body, Response Codes, Commands, Arguments, etc.)
  • Network & Security Protocols (Web Sockets, TCPIP, SSL, TLS, etc.)
  • Proxy Protocols (SOCKS4, SOCKS5, HTTP, Custom, etc.) &
  • Web Transport Schemes (SOAP, XML, JSON, etc.)
  • Web Development (JavaScript, Java, Python, CSS, PHP, Ruby, .Net, Objective C, R, Perl, etc.)
  • Web Services/Architecture (SOA, PAAS, URL/URI, REST, WSDL, WADL, Service Signatures, etc.)
  • Web Authentication Schemes (Basic, Cookie, etc.)
  • MS Excel, MS SharePoint
  • SQL (MS SQL Server & Oracle)
  • Experience making API service requests, rendering & integrating results:
    • Using API client libraries and/or RESTful service endpoints Apply
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