Sr. Client Services/Customer Support Analyst (JAPANESE LANGUAGE SUPPORT)

About the Role:

Grade Level (for internal use):

08

Position Overview

Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value.

Customer Support & Issue Resolution

• Resolve customer queries via email, phone, live chat, and Salesforce cases, covering technical, functional, and market/data questions within agreed SLAs
• Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement
• Escalate complex or high-impact cases to Level 2 support teams with clear context, urgency, and supporting details

Product & Operational Ownership

• Build deep expertise in an assigned product area and become a “go-to” specialist for Japanese customers and internal stakeholders across APAC
• Act as a key point of contact for product operational changes, participating in scheduled product meetings and coordinating required actions
• Provide weekly updates on product support themes, ongoing projects, and operational status in departmental meetings as deem necessary

Required Qualifications

• Fluent Japanese and English (verbal and written) — Essential requirement
• Customer support experience with strong phone communication and problem-solving skills
• MS Excel proficiency and ability to work with Salesforce and call management systems
• Excellent organizational skills with ability to multitask in fast-paced environments and manage competing priorities
• Product expertise development — ability to learn quickly, troubleshoot effectively, and become a specialist resource for assigned areas
• Team collaboration and adaptability — reliable, flexible, and able to coach others while working independently and adjusting to changing situations

Preferred Qualifications

• Customer support desk or public-facing experience
• Financial services technology or market data background
• Interest in financial markets
• Experience with call management systems and Salesforce
• Flexibility to work during public holidays

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

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.

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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

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)