Customer Support Specialist

Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.

WoodMac.com

Wood Mackenzie Brand Video

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

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:

• Deliver quality phone, email & Live Chat support to all Wood Mackenzie customers and internal stakeholders in a timely manner
• 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.

Qualifications

• 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
• Technically adept with web based applications
• 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

Equal Opportunities

We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov 

If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.