Senior Client Support Specialist, Level II

About Morningstar

The Role

Responsibilities

• Work with the Level II Manager to define the Level II workflow for the Data Division. Contribute to ongoing efforts to streamline and improve this and related workflows.
• Utilize 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 that escalate from the Level I teams, including Product Support, Client Service Consulting, and Relationship Management.
• Demonstrate a high sense of 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 the roles, responsibilities, and expertise of internal stakeholders to help expedite issue resolution.
• Meet with clients by phone or in person from time to time to support issue investigation and resolution.

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.
• Morningstar Data Product knowledge is a plus.
• Bachelor’s degree required.
• Compensation and Benefits
• At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
• Financial Health
• 100% 401k match up to 6% of salary
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission
• Physical Health
• Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
• Additional medical Wellness Incentives - up to $300-$600 annual
• Company-provided long- and short-term disability insurance
• Emotional Health
• Trust-Based Time Off
• 6-week Paid Sabbatical Program
• 6-Week Paid Family Caregiving Leave
• Competitive 8-24 Week Paid Parental Leave
• Adoption Assistance
• Leadership Coaching & Formal Mentorship Opportunities
• Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
• Tuition Reimbursement
• Social Health
• Charitable Matching Gifts program
• Dollars for Doers volunteer program
• Paid volunteering days
• 15+ Employee Resource & Affinity Groups
• Total Cash Compensation Range
• $76,550.00-112,266.66
• Inclusive of annual base salary and target incentive
• 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.
• 001_MstarInc Morningstar Inc. Legal Entity

Preferred Qualifications

• Morningstar Data Product knowledge is a plus.