Implementation Support Specialist

1 month ago

London, Greater London, United Kingdom Moody's Full time
About the Role

We are seeking a highly skilled and motivated Implementation Support Specialist to join our Software Support team at Moody's. As a key member of our Customer Success organization, you will play a critical role in providing exceptional support to our customers, ensuring they get the most out of our product suite.

Responsibilities
  • Provide best-in-class software support to external and internal customers, following established team SOPs and Best Practices.
  • Acknowledge, manage, and resolve customer inquiries of standard complexity, escalating cases as necessary to meet Moody's standards of execution excellence.
  • Develop broad knowledge of Moody's product offerings, hone effective research and technical troubleshooting skills, and make pragmatic troubleshooting decisions based on the information at hand.
  • Learn about Moody's as an organization and develop an understanding of the customers we serve and their business, to better support and resolve their inquiries.
  • Participate in and enable the success of team projects or other requested activities, as requested and based on individual skill set/ability.
Qualifications
  • Undergraduate/first-level STEM degree (e.g., Bachelor's) or graduate/second-level degree (e.g. MBA, Master's) with an emphasis in computer science, IT, or another software-related domain.
  • At least one year of relevant business experience, with effective time management, communication (written and verbal), and troubleshooting skill sets.
  • Ability to think critically and make pragmatic troubleshooting decisions.
  • Experience with Cloud-based SaaS technologies, RESTful APIs, and/or their support is especially advantageous.
  • Self-driven and able to perform well within cross-functional, multi-organizational, and virtual teams.
  • Demonstrated competence in managing difficult conversations and situations with customers, ensuring to keep key stakeholders involved and escalate situations internally, as appropriate.
  • Experience in supporting business applications, systems administration, and relational database management troubleshooting.
  • Experience with Windows Server, HPC, and SQL system administration/troubleshooting is advantageous.
  • Experience with Client/Server or n-Tier software architectures and their associated limitation/requirements is advantageous.
  • Experience working with customers in the Insurance or Reinsurance markets (including Brokers) or supporting business applications in these markets is desirable.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity, or any other characteristic protected by law.

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