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.

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

Minimum:

• Must be available for an 8-hour shift (starting at 9am, 9:30am or 10am Central time)

• Ability to quickly answer inbound calls in a quiet, professional environment

• Access to a stable high-speed internet connection during business hours

• 2+ years software support experience with an emphasis on customer service

• Experience in a role that requires a high-level of self-management

• Fluent in primary browser usage and troubleshooting (Chrome, Microsoft Edge, Firefox)

• Excellent verbal and written communication skills

• Active listening skills and desire to empathize with client, accept feedback and create solutions

• Comfortable participating in Zoom meetings via voice and video

• Potential travel - able to attend team meetups and/or company retreat a couple times a year

Preferred:

• Experience working in a fully remote environment

• Experience with SalesForce or another CRM

• Experience with customer-support ticketing software such as HelpScout, ZenDesk, Intercom

• Basic understanding of the commercial real estate industry and terminology (or adjacent industry)

• Experience in a Customer Success role focused on outreach & relationship management

• Advanced experience working with primary operating systems (Windows and Mac OS)

Education

High School Diploma required; BA/BS degree preferred

Responsibilities

• Process inbound technical inquiries via email and phone in a timely fashion.

• Quickly evaluate technical support needs presented by our customers and apply a solution, while troubleshooting complicated issues in collaboration with your peers prior to escalating.

• Proactively follow up with customers once issues are resolved - keep them informed if solutions are delayed.

• Conduct customized product demonstrations tailored towards customer's specific CRE data needs.

• Assist CRE professionals with conducting searches for listings, generating reports, building & sharing lists, sending broadcast emails, tracking leads, troubleshooting issues as needed.

• Serve as a customer advocate by communicating client feedback to relevant stakeholders, identifying up-sell opportunities and areas for product improvement.

• Document all interactions with clients, including issues reported, solutions applied and any customer feedback received.

• Support collaborative efforts across Moody's Analytics growing network of CRE partners.

• Stay up-to-date about new features and ongoing software bugs that may impact customer experience by collaborating with colleagues.

• Escalate feedback and create best practices to improve site features and/or customer satisfaction to our development team.

• Work in unison with Econ, Research, and Product to provide problem-solving solutions to end-user, while maintaining a high-level of product knowledge as the platform evolves.

About the team

Customer Services and Sales
We generate value and confidence in our products and solutions ensuring high levels or retention and satisfaction. Through relationships we bring the voice of the customer to the center of MA's business strategies. We strive to be the model of collaboration and partnership with our colleagues and we create an environment that engages and inspires individuals.