Senior Employee Support Analyst

This job is with Morningstar, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.
• Communicate effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Build a knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
• Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Requirements :

Qualifications :

Good to have :

Morningstar DBRS is an equal opportunity employer

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.

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