Technical Support Team Leader (Pre Sales and Sales)
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 Team Leader will work as part of our dynamic global support team supporting the real-time data business. The Technical Support Team Leader will provide assistance and support to our global clients who use APIs. Travel to client sites will be required.
Responsibilities:
- Manage the day to day running of the region to ensure all incoming cases are answered within the prescribed SLA’s.
- Lead the individuals in the region, this includes, but not limited to personal development, training and assisting with recruitment.
- Manage the queue of the individuals within the region ensuring prompt and accurate responses to clients.
- Handle all customer escalations from the regional team and ensure that these are promptly escalated to the appropriate individual, with all relevant information for an efficient investigation / resolution.
- Encourage and promote knowledge sharing within both their local team and the wider global support team.
- Provide technical pre-sales support and assistance both over the phone and in person. Creating and technically supporting trials of prospects.
- Assist with new sale implementations of new clients and clients taking additional products.
- 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.
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.