At a Glance
- Tasks: Provide top-notch technical support for Moody's Analytics solutions and ensure client satisfaction.
- Company: Join Moody's, a global leader in risk assessment and analytics.
- Benefits: Inclusive culture, career growth, and the chance to work with innovative AI technologies.
- Other info: Collaborate with experts globally and embrace digital transformation in a dynamic environment.
- Why this job: Be part of a team that transforms risk into opportunity and enhances client experiences.
- Qualifications: 5+ years in tech support, strong troubleshooting skills, and a passion for customer service.
The predicted salary is between 63000 - 77000 £ per year.
At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.
If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.
Skills and Competencies
- 5+ years of experience in technical customer support, client services, or a related role, preferably supporting Software-as-a-Service (SaaS) solutions
- Strong technical troubleshooting skills with hands-on knowledge of Python, SQL, APIs, and enterprise software applications
- Proven ability to diagnose technical issues, analyze root causes, and partner with cross-functional teams to deliver effective solutions
- Excellent customer service, communication, and relationship management skills, with the ability to engage both technical and non-technical stakeholders
- Strong analytical and problem-solving capabilities, coupled with a proactive and customer-focused mindset
- Ability to manage multiple priorities in a fast-paced environment while maintaining high levels of quality and responsiveness
- Demonstrated proficiency in artificial intelligence concepts, with experience using AI-enabled tools to improve workflows, enhance operational efficiency, and support effective decision-making
- Understanding of responsible and ethical AI practices is preferred
Education
- Bachelor's degree concentration in Information Technology, Computer Science, Finance, or a related field
Responsibilities
- Provide technical support and customer service for Moody's Analytics solutions while ensuring timely issue resolution and a positive client experience.
- Deliver high-quality technical support for Moody's Analytics products and services, ensuring client issues are addressed accurately and efficiently
- Communicate with clients in a professional, timely, and customer-focused manner through multiple support channels
- Manage support requests from initial inquiry through resolution, maintaining ownership and coordinating appropriate escalations when required
- Troubleshoot technical issues involving APIs, data integrations, SQL queries, Python-based solutions, and enterprise software applications
- Collaborate closely with Product, Engineering, Sales, Customer Success, Research, Data, and other internal teams to resolve complex client issues and improve the customer experience
- Capture, document, and communicate client feedback to support product enhancements and continuous improvement initiatives
- Create and maintain knowledge base content, technical documentation, and best practice guides to support client self-service and operational efficiency
- Support new product launches, service enhancements, and strategic business initiatives through client enablement and operational readiness activities
- Identify opportunities to expand client adoption of Moody's Analytics solutions and partner with commercial teams to support growth initiatives
- Leverage AI-enabled tools and technologies where appropriate to improve support processes, enhance efficiency, and contribute to continuous innovation while adhering to responsible AI practices
About the Team
Our Product Support team serves as a critical link between our clients and Moody's Analytics' technology solutions. The team is responsible for delivering exceptional technical support, enabling successful product adoption, and ensuring clients realize value from our industry-leading analytical and risk management platforms. The team contributes to Moody's mission by helping clients maximize the value of our products, providing insights that support continuous product improvement, and partnering across the organization to enhance the overall client experience. By joining our team, you will collaborate with globally distributed experts, support innovative technology solutions, and work in an environment that embraces digital transformation and AI-enabled tools to improve efficiency, knowledge sharing, and service delivery.
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.
Let's begin! Product Support Specialist - Tech in Manchester employer: Moody's
Moody's is an exceptional employer that fosters an inclusive and innovative work culture, where every employee is encouraged to express their ideas and contribute to meaningful projects. With a strong focus on professional growth, employees have access to diverse training opportunities and the chance to work alongside industry leaders in catastrophe risk management. Located in a vibrant environment, Moody's not only prioritises employee well-being but also champions diversity, making it a rewarding place for those looking to make a significant impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Let's begin! Product Support Specialist - Tech in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moody's. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moody's before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Let's begin! Product Support Specialist - Tech in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moody's:Your cover letter is your chance to shine! Tell us why you want to work at Moody's specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moody's!
How to prepare for a job interview at Moody's
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
