Senior Client Support Specialist, Level II

About Morningstar

Morningstar is a leading provider of independent investment insights, data, and research. Our products and services help investors, financial professionals, and organizations better understand investments and make informed decisions.

The Role

As a Level II Senior Client Support Specialist, you will support complex data and data product cases that are escalated from the Level I support teams. You will work closely with Client Service Support, Data Product Management, and Data Operations to ensure resolution of these issues. Our analysts are responsible for researching identified issues, ensuring timely resolution, and communicating outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams.

This is also a client-facing role, with occasional opportunities to meet with clients by phone or in person.

This position is based in our Chicago office and follows a hybrid schedule, with four days per week in the office.

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

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.