Senior Customer Support Representative

The Role

The Customer Support Representative will work as part of our dynamic global support team supporting one of our product business lines. Covering one of three shifts that cover from 7am to 7pm, the Customer Support Representative will provide assistance and support to our clients globally.

Responsibilities

• Provide support to all incoming client queries during your shift.
• Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
• Investigate thoroughly all incoming queries and escalate to your team leader/manager where necessary.
• Document all actions in CRM (Service Cloud) and create escalations for other teams in Jira.
• Provide regular follow-up to clients on all outstanding queries.
• Assist with creating documentation and knowledge sharing.
• Actively contribute to process improvement project work

Qualifications

• Excellent written and oral communication, with excellent interpersonal skills.
• Excellent client service skills with a proactive approach, and take ownership of issues as they arise.
• Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
• Strong problem solving and analytical skills with high attention to detail, and excellent time management.
• Good understanding of Customer Support or 1-2 years’ experience in a similar field, working with larger quantities of data.
• Bachelor’s degree or similar qualification in a technical or financial discipline preferred.
   

Nice to have

• Fluency in a second business language is desirable.
• Background in Financial Technology

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health
  • 75% 401k match up to 7%
  • Stock Ownership Potential
  • Company provided life insurance - 1x salary + commission

• Physical Health 
  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
  • Additional medical Wellness Incentives - up to $300-$600 annual
  • Company-provided long- and short-term disability insurance

• Emotional Health 
  • Trust-Based Time Off
  • 6-week Paid Sabbatical Program
  • 6-Week Paid Family Caregiving Leave
  • Competitive 8-24 Week Paid Parental Bonding Leave
  • Adoption Assistance
  • Leadership Coaching & Formal Mentorship Opportunities
  • Annual Education Stipend
  • Tuition Reimbursement

• Social Health 
  • Charitable Matching Gifts program
  • Dollars for Doers volunteer program
  • Paid volunteering days
  • 15+ Employee Resource & Affinity Groups

Base Salary Compensation Range

Total Cash Compensation Range

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we’ve found that we’re at our best when we’re purposely together on a regular basis, typically three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.