Customer Care Support Analyst

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.

Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.

Summary: 

A career path responsible for receiving and resolving phone and email inquiries from customers. Includes basic inquires associated with customer access and entitlement, general product questions, basic billing and invoicing, some order placement. Primarily, work is done from office. Responsible for escalating to Tier 2 customer care or other teams as necessary.

General Job Duties:

• Resolve basic customer phone and email inquiries
• Gathers information and escalates to Tier 2 or other teams as necessary
• Utilize Customer Care and Accuris systems to open, manage and resolve inquiries

Specific Job Duties:

• Works under general supervision within a team
• Requires limited independent decision making
• Follows clearly defined and practices
• Handles most basic internal/external queries across a range of products
• May have more detailed knowledge of one or more product disciplines
• Broad knowledge of internal customer facing processes

Required Education:

• Completion of secondary/ high school or equivalent

Required Experience:

• 1-2 years of customer care experience

Other Skills:

• Experience in a support desk environment or an inbound/outbound high volume call center is an asset

• Demonstrated problem solving skills

• Organized and detail oriented, with the ability to multi-task in a fast paced environment

• Ability to communicate both in verbal and written form

• Experience with web navigation and proficient skills in Microsoft Office

• Previous experience using WebEx software and customer relationship management tools is and an asset

• Previous experience in a technical customer care environment preferred

Physical Requirements:

• Ability to physically perform general office requirement.

• Must be able to perform essential responsibilities with or without reasonable accommodations

About Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. (https://www.spglobal.com/engineering/en/index.html)

Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world’s most complex problems.