Customer Support Specialist

Wood Mackenzie, a leader in global data and analytics for the energy, renewables, and natural resources sectors, is seeking a motivated Customer Support Specialist to join our evolving global Customer Support team. This role is crucial for supporting our Core products, Commodities, Trading & Analytics, and Short-Term Power customers by managing daily user operations.

The ideal candidate will be an effective communicator, highly organized, and self-motivated, with exceptional attention to detail. You will be adept at navigating complex user management systems and requirements, making accurate and swift adjustments. We encourage a self-managing, proactive, collaborative, and team-oriented approach, with opportunities for personalized goal achievement, specialized skill acquisition, career advancement, and internal transfers.

Key Responsibilities:

• Provide high-quality phone, email, and webchat support to Wood Mackenzie's customers and internal stakeholders regarding user management, ensuring timely resolution.
• Act as a liaison between customers and internal teams to effectively communicate and troubleshoot technical or system-related issues.
• Maintain accurate and timely records in Intercom and Salesforce, keeping key stakeholders informed of progress and outcomes.
• Develop expertise in Wood Mackenzie's product user management and system functionalities.
• Manage ongoing user-level entitlements.
• Support the broader Customer Support team with all user management needs.

About You:

• Fluent in English, both written and verbal.
• Exceptional attention to detail and organizational skills.
• 1-2 years of experience in a corporate environment.
• Strong time management and multi-tasking abilities.
• Excellent communication skills, including active listening, writing, and verbal.
• Comfortable engaging in phone conversations with external parties.
• Analytical and process-oriented mindset.
• Technically proficient with web-based applications.
• Familiarity with CRM systems and the Microsoft Office suite is advantageous but not mandatory.
• Ability to work effectively both independently and collaboratively within a team.
• High levels of adaptability, initiative, and a collaborative spirit.