Product Support Specialist – Moscow recruitment
Platts, a division of The McGraw-Hill Companies, is a leading global provider of energy and metals information. With nearly a century of business experience, Platts serves customers across more than 150 countries. From 16 offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical and metals markets. Platts' real time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon Platts to help them make better trading and investment decisions.
The Product Support Specialist Specialist is responsible for partnering with Sales and Client Development Managers to provide the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training, and integration of McGraw-Hill services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator.
We currently have a requirement for a Product Support Specialist. This position, to be based in Moscow, serves and supports revenue growth and customer retention in the Russian region, specifically in the area of product utilization, ensuring that the client receives maximum value and benefit. The position is also responsible for serving as a knowledgeable resource to other business associates and customer in the areas of industry, best practices, and product usage.
Responsibilities
- Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation Implementation / Problem-Solving / On-going support as these activities relate to the use of all related products.
- Act as the leader and primary liaison between business unit and Customer base with issues relating to product technology in the areas of: (1) Hardware / Software Configuration, (2) Product Installation, (3) Data Definition, Mapping Integration.
- Provide active Customer training via on-site visits, WebEx, phone or email to incorporate McGraw-Hill services into their workflow and drive Customer satisfaction and retention.
- Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
- Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference.
- Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered, etc.
- Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing and other departments that impact Customers.
- Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support.
- Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets
- Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues.
- Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit.
- Collect, report and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback.
- Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training.
- Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams.
- Provide proactive and reactive support to customers through all possible interaction methods. These include telephone, e-mail, fax, internet and standard mail.
- Assist Tier 1 and Tier 2 Customer Care Agents with resolutions to questions concerning products, billing, technical and/or service issues, account/contract status, change of address, cancellations, refunds as requested.
Skills
- Previous face to face and virtual training experience working with people of all levels essential
- Fluency in English and Russian required.
- Proven ability to train people at all levels
- Proven ability to work alone as well as in a team and work to tight deadlines.
- Proactively understand Customers' needs and absorb critical information that could result in additional revenue, potential down-sizing.
- Possess technical knowledge to support and train McGraw-Hill services to both internal and external Customers.
- Ability to influence individuals at all levels, give opinions and justifications
- Use organizational/time management skills to prioritize workload, schedule trips and training sessions.
- Proficiency in Microsoft Office packages.
- Ability to set up internet connections / wireless internet connections.
- Computer literate with the ability to learn customer service software applications.
- Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process.
- Have a flexible approach to cover colleagues' work when needed
- Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers.
- Additional European language(s) - advantage
- Customer Service experience, complex problem solving experience to be able to assist clients.
- Ability to work under pressure and with short lead times.
- Experience with CRM systems for recording transactions and reporting metrics.
- Ability to work through quality management issues constructively and time
- Experience in a solutions-selling/ technology industry role preferred