Customer Solutions Analyst (US Shift) at S&P Global

Islamabad, Islamabad Capital Territory, Pakistan -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Technical Support, Data Analysis, Energy Transition, Sustainability, Risk Data, Root Cause Analysis, Voice-of-the-Customer, Knowledge Transfer, Escalation Support, Salesforce Service Cloud, ServiceNow, AI Concepts, Time Management, Project Management, MS Office Suites

Industry

Financial Services

Description

About the Role: Grade Level (for internal use): 10 S&P Global Energy The Role: Customer Solutions Analyst Product: Horizons – CapIQ Pro Platform, Direct Data Feeds, & Agentic Support Working hours: 8pm to 5am (Malaysia Time) / 5pm to 2am (Pakistan Time) / 12 pm to 9pm (London time) / 7am to 4pm (New York Time) The Team: Global Solutions Team – Horizons Energy Expansion/Transition Products The Global Solutions Team for Horizons energy expansion/transition products is a dynamic, highly motivated, and cohesive group dedicated to delivering exceptional client service. Our team is forward-thinking and collaborative, consistently striving to exceed expectations by leveraging our expertise in Energy services. Colleagues, prospects, and clients recognize and value our commitment, which reinforces the positive contributions of each team member. Within this structure, the Horizons Solutions Team serves as a global Product Support arm under, forming the core of the SPGI Energy frontline Customer Experience group. As customer advocates, our specialists work closely with product management and commercial teams to enhance processes and address evolving client needs, ensuring a seamless and impactful customer experience. The Impact: Customer Solutions Analyst (Horizons Energy Expansion/Transition) The Customer Solutions Analyst plays a pivotal role in delivering exceptional value to our clients by providing high-quality technical support across our diverse application portfolio. The CSA works directly with datasets spanning clean energy technology (solar, wind, batteries, etc.), supply and demand dynamics, and financial investment modeling, helping clients navigate the complexities of the energy transition and understand associated risks and opportunities. Our team supports clients through workflow-based presentations and personalized mentoring, ensuring a deep understanding of their needs, workflows, and challenges. Acting as a strong advocate for our customers, the CSA collaborates closely with Product, Commercial, and Marketing teams to ensure client requirements are addressed effectively. Complex Tier 3 issues are escalated to Subject Matter Experts (SMEs) and Product Development Groups for resolution. This position is instrumental in advancing the goals of the Energy division, with a strong focus on customer satisfaction, retention, and business growth. What’s in it for you: This role offers outstanding opportunities for personal and professional development, enabling you to become a global expert in energy and sustainability intelligence. Through direct client engagements at all organizational levels—including with senior executives—you will gain invaluable industry insights and build a robust professional network. Additionally, you will have the potential for further career advancement within S&P Global by collaborating closely with colleagues across multiple departments and divisions, including the Product Management team. By actively participating in the development and refinement of product roadmaps, you will broaden your expertise and help shape innovative solutions, opening new pathways for growth. Responsibilities: · Deliver expert-level client support for S&P Global's Horizon Group products, specializing in Energy Transition, Sustainability, and Risk Data solutions through multi-channel engagement including phone, email, and direct client consultations – primarily to financial clients. · Resolve complex technical and workflow challenges by conducting thorough root cause analysis and providing comprehensive solutions while maintaining deep expertise in energy transition methodologies, sustainability frameworks, and data risk assessment protocols · Act as primary voice-of-the-customer liaison, partnering with Product, Commercial, Marketing, and Sales Operations teams to identify enhancement opportunities and support strategic customer-facing initiatives · Lead knowledge transfer initiatives by training new team members and developing comprehensive workflow documentation while fostering collaborative relationships across Engineering, Product Management, and Development teams · Provide critical escalation support during system outages and high-impact incidents, ensuring seamless business continuity and maintaining S&P Global's reputation for exceptional client service excellence · Drive continuous improvement in support processes and client satisfaction metrics while staying current with evolving energy transition and sustainability market trends through ongoing professional development and industry engagement · Perform other duties as assigned. Required Qualifications: · Bachelor’s degree in Business, Finance, Economics, or a related field, along with a minimum of 3 to 5 years of industry experience—preferably within the energy and financial sectors · 3 to 5 years of experience in client support, customer success, or technical support roles, preferably within financial services · Strong analytical and problem-solving skills with experience using support platforms such as Salesforce Service Cloud, or ServiceNow for case management and client communication · Excellent written and verbal communication skills with demonstrated ability to explain complex technical concepts to diverse audiences within Financial Corporates and manage multiple client relationships simultaneously · Tech savvy around AI concepts and prompts, and comfortable working in a fast-paced, data-driven working environment. · Excellent organizational, time and project management skills. Ability to handle multiple projects and priorities in a professional and timely manner. · Knowledge of using MS Office Suites, Windows operating systems, networking, and internet functionality. Experience using Saleforce.com is an advantage. · Flexible to work on weekends or public holidays. Key soft skills: · Strong team player who collaborates effectively with colleagues across different functions and contributes positively to team dynamics · Respectful and professional demeanor when interacting with clients, colleagues, and stakeholders at all levels of the organization · Customer-focused mindset with patience and empathy when handling challenging client situations · Adaptability to learn new products, technologies, and industry developments quickly while supporting team knowledge sharing · Experience working in a global, multicultural environment with clients across different time zones About S&P Global Energy At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration. S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy. What’s In It For You? Our Mission: Advancing Essential Intelligence. Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. Our benefits include: Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized for your time on. Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Recruitment Fraud Alert: If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) S&P Global delivers Essential Intelligence® that shapes decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.

Responsibilities

Deliver expert-level client support for S&P Global's Horizon Group products, specializing in Energy Transition, Sustainability, and Risk Data solutions through multi-channel engagement primarily for financial clients. Resolve complex technical and workflow challenges by conducting thorough root cause analysis and acting as the primary voice-of-the-customer liaison to drive product enhancements.