Customer Support Representative

The Group: The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group’s product management, product development, and service teams collaborate with our Client Solutions group to help provide clients with relevant products and bundled solutions. The Role: Client Support Representatives (CSRs) provide “smart, fast, and nice” end-user support on-demand via phone, email, chat or other “remote” tools. CSRs are considered the first line of support for our products, and engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types and expertise spanning usage, investment, and basic technical issues. This position will be based in our Oakland, Maryland office. Responsibilities Responding to client (end-user) questions/inquiries via telephone, email, and (in the future) chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs) Troubleshooting client issues and resolving or escalating appropriately Managing occasionally unhappy client interactions and de-escalating emotionally charged situations when necessary. Balancing service-delivery efficiency with quality of care Continuous process improvement, looking for smarter and better ways to serve clients Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs Participating in the onboarding/training of new CSRs and other new hires who can benefit from product and client understanding Requirements Excellent written and oral communication, with excellent interpersonal skills. Strong problem solving and analytical skills with high attention to detail, and excellent time management. Proficiency with Windows-based applications. Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills. Sound client service skills with a proactive approach, and take ownership of issues as they arise. An interest in the investment industry. Bachelor’s degree is preferred. Morningstar is an equal opportunity employer. How to Apply for a Job at Morningstar Step 1 When you find a position you're interested in, click the 'Apply' button. Please fill out this form completely, attaching your resume and cover letter in the approved format. Read the job requirements carefully and make sure to attach writing or design samples as required. Applicants must submit their resume and other information through our corporate website to be considered for a job at Morningstar. No phone calls, please. Step 2 You will receive an email notification to confirm that we've received your application. Step 3 If you are called in for an interview, a representative from Morningstar will contact you to set up a date, time, and location. Be prepared for a rigorous interview process. To make sure you're a good fit for Morningstar and we're a good fit for you, we'll schedule time for you to meet with multiple staff members at all levels of the company. Expect to return for multiple interviews as part of the process. A representative from Morningstar will contact you with the results of your interview—either with a job offer or to let you know our plans for the position. Applicants With Disabilities Who Need Accommodation Morningstar is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 1 312 384-3900 or email AskHR@morningstar.com and let us know the nature of your request and your contact information. Please note: We only accept calls from applicants who need accommodation related to a disability. Please, no calls with unrelated questions or requests. Please be sure to include the title and location of the open position you’re interested in when you leave a message. US Applicants: Morningstar is an E-Verify program participant. Learn more: This Organization Participates in E-Verify (English) - https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf This Organization Participates in E-Verify (Spanish) - https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Right to Work (English) - https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdf Right to Work (Spanish) - https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster_ES.pdf EEO is the Law: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf Pay Transparency Notice: https://www.dol.gov/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.