Senior Client Support Specialist, Level II
About The Position
As a Level II Senior 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, ensure timely resolution, and communicate outcomes to appropriate team members. Resolving cases requires coordinating resources across data teams. This is a client-facing role, with occasional opportunities to meet with clients 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.
Requirements
- 3+ years of relevant professional experience.
- Excellent writing, communication, problem-solving, organizational, and analytical skills.
- Ability to work independently and manage competing priorities and deadlines.
- Excellent computer skills.
- Bachelor’s degree required.
Nice To Haves
- Morningstar Data Product knowledge.
Responsibilities
- Work with the Level II Manager to define the Level II workflow for the Data Division and contribute to streamlining and improving this and related workflows.
- Use metadata to identify trends within large volumes of data cases, propose solutions to mitigate those trends, and champion cross-team projects to implement approved solutions.
- Track, evaluate, and determine the resolution approach for complex data issues escalated from Level I teams, including Product Support, Client Service Consulting, and Relationship Management.
- Take ownership of issues in the data ticket queue by providing timely updates, follow-up, escalation, and resolution.
- Prioritize issues appropriately based on severity and impact.
- Partner with Client Service, Product, and Sales to ensure issue-management processes are followed.
- Understand internal stakeholders’ roles, responsibilities, and expertise to help expedite issue resolution.
- Meet with clients by phone or in person from time to time 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 & Affinity Groups.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
