Technical Support Representative
The Team:
Fuelling the technologies that drive our products and support our company’s infrastructure, the Technology team within our corporate team consists of talented developers, network architects, and IT experts who help make technology one of Morningstar’s core strengths. Though our technologists represent a range of skills and knowledge bases, they all view technology as a craft and care deeply about creating positive user experiences. From Agile methodologies to software as a service delivered from our private/public cloud, we push technology’s boundaries to build scalable, elegant solutions that help investors reach their financial goals.The Role: Morningstar offers real-time data for more than 14 million global instruments including equities, futures, options, commodities, and precious metals on every major exchange worldwide. Brokerage firms, banks, and other institutions power their systems with our tailored data feeds or monitor relevant trading movements using our market data application. The Technical Support Representative will work as part of our dynamic global support team supporting the real-time data business. Covering 7am to 7pm shifts, the Technical Support Representative will provide assistance and support to our European clients who use APIs.
Responsibilities:
+ Make sure clients understand, and program to API specifications.
+ Provide technical support for any issues arising either before or after the go-live.
+ Investigate any reported errors in data quality, and escalating data corrections to relevant team.
+ Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
+ Assist in software testing of new releases, proactively escalating any issues.
+ Help customers with installation, including setting up new systems/hardware and promptly installing updates.
+ Document all updates and changes.
+ Give pre and post-sales support and assistance in sales meetings.
Requirements:
+ Excellent written and oral communication, with excellent interpersonal skills.
+ Sound client service skills with a proactive approach, and take ownership of issues as they arise.
+ Fast learner, 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 market data or experience in a similar field, working with larger quantities of data.
+ Demonstrable working knowledge of all Windows operating systems and PC hardware, as well as a broad understanding of IP communications and technologies.
+ Bachelor’s degree or similar qualification in a technical discipline.
+ Fluency in a second business language is desirable.
Morningstar is an equal opportunity employer.