Client Support Specialist, Level II

Morningstar•Chicago, IL

1d•$61,700 - $90,483•Hybrid

About The Position

As a Level II Client Support Specialist, you will support complex data and data product cases escalated from Level I support teams. You will work closely with Client Service Support, Data Product Management, and Data Operations to research issues, coordinate resources across data teams, ensure timely resolution, and communicate outcomes to appropriate team members. The role also includes occasional client-facing opportunities by phone or in person. The position is based in Morningstar’s Chicago office and follows a hybrid schedule with four days per week in the office. You will help define and improve Level II workflows, identify trends in data-related issues, manage escalated cases through resolution, and collaborate with teams across Data, Product, Client Service, Sales, and other functions.

Requirements

Bachelor’s degree required.
1–2 years of relevant professional experience in data support, product support, client service, technical support, data operations, or a related field.
Excellent written and verbal communication skills.
Strong problem-solving, organizational, and analytical skills.
Ability to work independently and effectively manage competing priorities and deadlines.
Strong computer skills and experience working with data, spreadsheets, databases, CRM or ticketing systems, or similar business applications.
Ability to investigate issues, work through problems methodically, and identify trends or patterns within data or case information.
Strong attention to detail and a demonstrated sense of ownership when managing issues through resolution.
Ability to collaborate effectively across multiple teams and stakeholders.

Responsibilities

Work with the Level II Manager to define the Level II workflow for the Data Division and contribute to efforts to streamline and improve related workflows.
Use metadata and case information to identify trends across large volumes of data-related issues, propose solutions for recurring trends, and help drive cross-team projects to implement approved solutions.
Track, evaluate, and determine the appropriate resolution approach for complex data issues escalated from Level I teams, including Product Support, Client Service Consulting, and Relationship Management.
Own issues in the data ticket queue, providing timely updates, follow-up, escalation, and coordination through resolution.
Prioritize issues based on severity and impact.
Partner with Client Service, Product, and Sales to ensure issue-management processes are followed.
Develop an understanding of internal stakeholders’ roles, responsibilities, and expertise to connect issues with appropriate resources and expedite resolution.
Collaborate across Data, Product, Client Service, and other teams to investigate and resolve complex issues.
Communicate directly with clients by phone or in person, as needed, to support issue investigation and resolution.

Benefits

100% 401(k) match up to 6% of salary.
Stock ownership potential.
Company-provided life insurance equal to 1x salary plus commission.
Comprehensive medical, dental, and vision benefits, including potential premium discounts and company-provided HSA contributions of up to $500–$2,000 annually for specific plans and coverages.
Additional medical wellness incentives of up to $300–$600 annually.
Company-provided long- and short-term disability insurance.
Trust-based time off.
Six-week paid sabbatical program.
Six-week paid family caregiving leave.
Paid parental leave of 8–24 weeks.
Adoption assistance.
Leadership coaching and formal mentorship opportunities.
Annual flex stipend of $1,000 for personal education and well-being expenses.
Tuition reimbursement.
Charitable matching gifts program.
Dollars for Doers volunteer program.
Paid volunteering days.
15+ Employee Resource and Affinity Groups.