McGraw-Hill Jobshttp://mcgraw-hill.jobs2012-05-23 22:42:46.810949USACentennial (Englewood)Title: Client Service Rep Location: US-CO-Centennial (Englewood) This position is responsible for providing professional, timely and quality written Knowledgebase documentation for S&P products - Capital IQ, Research Insight, and Xpressfeed. The incumbent will research and analyze complex technical information quickly and structure it logically<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> * A college degree with an emphasis in Writing, Finance, or Accounting.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> * Communication and grammar skills * Knowledge of PC hardware and software * S&P data and data collection experience * Financial knowledge * Clear and concise writing skills * An organized and methodical approach * Accuracy and attention to detail Previous understanding of S&P data and data collection processes is desirable. Working knowledge of PC hardware and software, operating systems, networks and 3rd party software is desirable. Job Type: Customer Service2012-05-23 03:42:44United StatesMcGraw-HillColorado24779COCentennial (Englewood), CO28886020http://mcgraw-hill.jobs/xml/28886020/jobUSABlacklick (Gahanna)Title: Coordinator-Online Implementation Location: US-OH-Blacklick (Gahanna) McGraw-Hill Education has immediate opportunities for an Coordinator-Online Implementation based in<?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" />Blacklick,OH. The incumbent will be responsible for responding to customer inquiries for processing subscription activation, maintenance and deactivation of ordersreceived via Oracle Kontract Systems for all McGraw-Hill School Education Group product lines. Interact with second tier Order Implementation team to report issues and work towards resolution. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> Responsibilities: * Trouble shoot and provide customer support re about registration, licensing, account expiration dates, and additional services * Identify renewal/expansion/software issues – escalate to appropriate area * Creates accounts and notifies customers of licensing availability with SFDC (salesforce.com). Update contracts with end-user information and start dates to activate order for invoicing * Performs other duties as assigned. Required: * High School Diploma or equivalent * 2-4 years’ experience of customer service or support environment * Proficient in Microsoft office * Ability to exhibit excellent organization skills with attention to detail * Ability to communicate effectively and strong customer service * Ability to multi task and prioritize workload to meet deadlines * Knowledge of Sarbanes Oxley <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> Preferred: * 1-2 years’ experience supporting product knowledge of MHE products * Experience with Salesforce, Right Fax, OCM and Knowledge Management tools About the Company McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-19 04:46:26United StatesMcGraw-HillOhio24849OHBlacklick (Gahanna), OH28814231http://mcgraw-hill.jobs/xml/28814231/jobUSABlacklick (Gahanna)Title: Associate-Product Support Location: US-OH-Blacklick (Gahanna) McGraw Hill Education has immediate opportunities for Associate-Product Support, supporting the Digital Technical Support Group within Customer Service Order Management (CSOM) based <?xml:namespace prefix = u1 />Blacklick,OH. The incumbent will provide technical support to internal and external customers via telephone and email for all McGraw-Hill School Education Group product lines through use of web based Knowledge articles. Interact with second tier product support to report issues and work toward resolution. Responsibilities: * Research, trouble-shoot and respond to customer queries about digital product issues to fully support all level 1 SCHOOL EDUCATION GROUP and or CTB customer inquiries. * Logs calls accurately following the established processes and procedures. Ensure all customer-related paperwork is accurate and submitted on time. * Maintain/develop Knowledge articles for new/existing product as assigned, participates in testing on new systems, browsers, applications, and handles escalated issues. Required: * High School Diploma or equivalent * 1-2 years' experience of digital technical support in a call center or similiar work environment * Proficient in Microsoft Office suite * Strong technical and analytical skills Preferred: * BA in related field About the Company McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-19 04:45:23United StatesMcGraw-HillOhio24851OHBlacklick (Gahanna), OH28814229http://mcgraw-hill.jobs/xml/28814229/jobUSABlacklick (Gahanna)Title: Analyst-Call Management Systems Location: US-OH-Blacklick (Gahanna) McGraw-Hill Education has an immediate opportunity for an Workforce Management Analyst, supporting the Customer Service Order Management Group (CSOM) based in two locations:<?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" />DeSotoTXandBlacklick,OH. The incumbent will be based inColumbuswith hours of operation from 7am-4:30pm to create, update and publish statistical reporting within the established timeframe. The candidate will monitor and react to call volumes and staffing levels in order to provide adequate phone coverage; ensures even distribution of workload allocating phone work to staff and staff to phone work based on business needs. The incumbent exhibits creativity and experience to exceed performance goals and produces multiple operational reporting as well as leads various operation's projects and initiatives. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> * Monitor and analyze real time call-center volumes, queues, service levels and staffing needs. * Adjust real time staffing and call flow utilizing workforce management tools * Create, update and publish statistical reporting within the established timeframe * Track and trend call (Key Performance Indicators) and produce daily and monthly dashboard reporting * Assist in the development of departmental goals and procedures to ensure the overall efficiency of the department. Help design methods for continuous improvement of customer service. * Works closely with inbound Supervisors to update staffing coverage as needed; * Works with CSOM leadership team to streamline existing reports and produce ad hoc reports upon request. * Provide feedback to the appropriate managers and supervisors on performance results and work with the managers and supervisors on performance issues as necessary. * Assists in identifying needs for overtime coverage * Enter required data such as agent information, schedule changes, supervisor and team information, coaching schedules and agent requests for time off in work force management system * Other duties include making Intra-day adjustments to schedules to maximize service level; the monitoring and gathering of non-real time information in order to track service levels; management of off-phone time to improve center performance. * May perform other related duties and responsibilities as assigned and/or required The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please see instructions in the last paragraph foundhere." Required: High School Diploma or equivalent <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> * 1-3 years experience working in customer service and/or order management or equivalent * 1-3 years experience with workforce management tool, Impact360 preferred * 1-3 yearsexperience with quality monitoring software, NICE preferred. * Proficient at intermediate level with Microsoft Office Applications: Word,Excel, Sharepoint * Ability to produce accurate, detailed and timely statistical reports * Demonstrated effective communication skills-written and verbal * Strong problem solving skills and attention to detail required Preferred: * Experience with MS Access database creation * Experience with Crystal Reports and SQL * Oracle Applications knowledge * Prior experience with Avaya, call management system (CMS) * Ability to work independently with little supervision and from a remote locale * Ability to assist in large complex projects * Highly organized, goal oriented and self driven * Experience working with cross-functional teams and work sites * Demonstrated experience in managing multiple projects at a given time About the Company McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-17 03:44:35United StatesMcGraw-HillOhio24828OHBlacklick (Gahanna), OH28757018http://mcgraw-hill.jobs/xml/28757018/jobCANNoneTitle: Learning Solutions Technical Support Analyst Location: CA-ON-Whitby McGraw-Hill Ryerson is one of Canada’s foremost publishers and distributors of educational products both print and non-print media. Our technical innovations are changing the way people learn, with e-books, online tutoring, customized course Web sites and subscription services. We are now accepting applications for the full-time position of Learning Solutions Technical Support Analyst in the Higher Education Division. Working in collaboration with the Learning Solutions team, the Learning Solutions Technical Support Analyst is primarily focused on providing effective, efficient and professional 2nd level technical support to students and instructors using MHR Learning Solutions products and services. Key Responsibilities • Provide timely, effective and efficient responses to incoming requests for Tier 2/escalated technical support. • Use highly effective communication skills to collect and deliver information used in troubleshooting, diagnosing and resolving issues. • Track all incoming inquiries using Web-based CRM software. • Use advanced problem-solving skills to determine root cause, and provide detailed resolutions to end-users. • Update Helpdesk FAQ and support resources. • Work closely with Product Development and entire Learning Solutions team to capture recurring and systemic issues, and opportunities for product improvements. • Work closely with Learning Solutions Managers, Sales Reps, Sales Coordinators and Regional Sales Managers to promote the value of our digital teaching and learning solutions. • Helps to train instructors on digital product with the driven intention of growing our customer base and brand loyalty by achieving the highest degree of customer satisfaction. • Strong organizational skills • Outstanding verbal and written communication skills • Ability to work in a fast paced environment • Strong interpersonal skills with an emphasis on customer service and quality • Demonstrated technical expertise with Internet and web applications is critical, especially in taking steps to solution in innovative ways. • Demonstrated ability to quickly troubleshoot and diagnose end-user technical problems. • Strong database and report-generating skills are required. • Demonstrated experience working with SQL and PHP would be an asset, but not required. • Direct Experience with Moodle and other popular Course Management Systems would be an asset. • Post-Secondary Education Job Type: Customer Service2012-05-16 06:00:39CanadaMcGraw-HillNone24855NoneVirtual, CAN28727250http://mcgraw-hill.jobs/xml/28727250/jobUSANew YorkTitle: Client Service Representative Location: US-NY-New York The Client Service Representative position is responsible for providing professional and timely service for clients, vendors, distributors and internal staff in the areas of technical, content and application consulting as well as assisting in training new Associate Product Consultants. Essential Accountability * Provides primary issue resolution to clients, distributors, and internal staff, primarily via the support phone line, but also originating from email, chat, website, or referrals. Issue resolution often requires extensive research and product related hardware and software troubleshooting to resolve complex data and product technical issues performing diagnostics which often requires the need to work with the client's IT department for effective resolution. Also serves as a timely source for information on offerings, production cycles, distributor packages and data presentations adopting a professional approach in working with clients from all levels up to and including the most senior executives of a client organization. * May serve as a member of a product team within Product Support working closely with the team leader to attain strong product knowledge while providing assistance in training the Product Support group and updating the Knowledge Base with information on new products and upgrades thereby ensuring accurate information is available to all users, and thus, to clients as well. * Analyzes and communicates client concerns as they relate to product offerings, data collection procedures and marketing policies by documenting recommendations on the client's behalf for product development in the CRM system. * Provides in-depth research to resolve complex client questions based on the product offering ensuring clients are provided with thorough, accurate resolutions to their questions. * Creates documentation for the Knowledge Base from new case resolutions to ensure all Product Consultants have access to current, accurate information for subsequent client questions. * Bachelor's degree, preferably in a finance related field along with a minimum of one year Client Services experience is required as the incumbent must have solid knowledge of finance and accounting principles to resolve client questions. * Strong communication, marketing and customer service skills to effectively resolve client concerns and * promote product usage. Problem-solving, time-management, and organizational abilities are also required to efficiently resolve client concerns * Strong knowledge is needed in the areas of data, finance and accounting principles, marketing and research policies and procedures, product production cycles. * Strong technical knowledge of PC hardware and software, including standard operating systems, basic network usability, and spreadsheet software is necessary in the installation and support of products. Ongoing education is necessary to stay abreast of current technology. About the Company The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-10 04:29:09United StatesMcGraw-HillNew York24574NYNew York, NY28597726http://mcgraw-hill.jobs/xml/28597726/jobUSABurr RidgeTitle: CXG Quality Monitor Location: US-IL-Burr Ridge McGraw-Hill Higher Education (MHHE)is currently seeking aCXG Quality Monitor in the Customer Experience Group (CXG). The position will be located inBurr Ridge, IL. Responsibilities: * Provide support to call center front-line agents, McGraw-Hill internal staff and McGraw-Hill digital customers using digital products * Performs phone and email monitoring, evaluating and reporting for all call center agents utilizing defined criteria and metrics * Analyzes call trends to identify agent and/or call center training opportunities, provides recommendations to management * Utilize quality management system to compile, track and trend agent performance * Prepares and manages statistical data and reporting to deliver agent feedback, communication of call center performance & identify performance gaps * Coordinates and conducts call calibration sessions with designated call center staff to ensure quality monitoring evaluations are aligned across monitors Other Required Accountabilities: * Prepares and maintains quality monitoring documentation including but not limited to department specific information. * Works with internal call center management and teams to provide necessary opportunities for agents to improve their quality monitoring. * Assist with Voice of the Customer program (survey’s) * Assist with call center process improvement and trend analysis such as First Call Resolution weekly reviews * Bachelor degree desired * 1 to 2 years of job-related experience in call center * 2 years technical support environment * Travel – less than 20% * Ability to communicate effectively and strong customer service skills * Excellent telephone presence * Strong analytical and problem solving skills * Professional demeanor with the ability to maintain even temperament in high pressure situations * Normal office environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment, and review and proof documents * Strong organization skills * 2-3 years computer usage experience * Extensive knowledge of Windows, MS Office Suite, CRM system (Salesforce.com), internet tools (MS Explorer, Netscape Navigator, Mozilla-FireFox) Plus * Experience in course management systems and education publish processes * Mac environments * Project Management * Familiarity with media authoring tools (Macromedia Director, Flash, Photoshop, Authorware) About the Company McGraw-Hill Higher Education(MHHE) is a part of McGraw-Hill Education. MHHE is a leading technological innovator, as well as a provider of traditional learning materials, to the higher education market. Our professional publishing operations provide essential information and expert guidance in business, education, consumer, medical, scientific, and technical fields. McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-05 04:15:23United StatesMcGraw-HillIllinois24496ILBurr Ridge, IL28462884http://mcgraw-hill.jobs/xml/28462884/jobUSADubuqueTitle: CXG Trainer Location: US-IA-Dubuque McGraw-Hill Higher Education (MHHE)is currently seeking a CXG Trainer in the Customer Experience Group (CXG). The position will be located inDubuque, IA. Responsibilities: * Develop, implement and manage all call center training for front-line agents and call center staff * Responsible for delivering training to front-line agents and McGraw-Hill call center staff such as customer service, digital products, company and department overview. * Responsible for researching and evaluating new training opportunities for call center staff * Coordinating and scheduling of training sessions * Manage final training materials * Partner with CXG Product Management team for product knowledge, processes and communications to ensure call center staff is fluent in digital products * Measure and monitor training program and agent success Other required accountabilties: * Describe any additional accountability not included under the essential accountabilities section, which are part of the job. * Assist with on and off boarding of front-line agents * Assist with managing reports related to training, agent attrition, agent competency and professional development * Assist with call center process improvement and trend analysis such as First Call Resolution weekly reviews * Bachelor degree desired * 1 to 2 years of job-related experience in call center * 2 years technical support environment * Travel – less than 20% * Ability to communicate effectively and strong customer service skills * Excellent telephone presence * Strong analytical and problem solving skills * Professional demeanor with the ability to maintain even temperament in high pressure situations * Normal office environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment, and review and proof documents * Strong organization skills * 2-3 years computer usage experience * Extensive knowledge of Windows, MS Office Suite, CRM system (Salesforce.com), internet tools (MS Explorer, Netscape Navigator, Mozilla-FireFox) Plus: * Experience in course management systems and education publish processes * Mac environments * Project Management * Familiarity with media authoring tools (Macromedia Director, Flash, Photoshop, Authorware) About the Company McGraw-Hill Higher Education(MHHE) is a part of McGraw-Hill Education. MHHE is a leading technological innovator, as well as a provider of traditional learning materials, to the higher education market. Our professional publishing operations provide essential information and expert guidance in business, education, consumer, medical, scientific, and technical fields. McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-05 04:14:42United StatesMcGraw-HillIowa24493IADubuque, IA28462880http://mcgraw-hill.jobs/xml/28462880/jobUSANew YorkTitle: Sales Account Manager (Client Development Specialist I) S&P Capital IQ, McGraw-Hill Financial Location: US-NY-New York S&P Capital IQ, a division of McGraw-Hill Financial (MHF), is currently searching for Sales Professionals to join our team, build an exciting career with us and support our growth trajectory. The Sales Account Manager will develop the Sales Strategy plan that addresses how to meet goals, identify opportunities and risk with tactical plan to execute. The individual will also provide continual feedback to McGraw-Hill Financial management on market/client trends, competition and product feedback. Essential Accountabilities: * Focus on managing, prospecting and selling to larger and more complex clients and prospects. * Execute sales strategy collaborating globally (if applicable) with sales members, client service, product management, operations, technology, legal to optimize product and service delivery. * Communicate regularly with team members, senior sales management, and all MHF business units regarding client activity, results, competitive information, and market trends. * Cross-sell MHF offerings, exchanging intelligence on established and prospective accounts with other team members inside and outside the business unit. * 3- 5 years relevant experience in financial services industry related directly or indirectly to software, analytics and data direct sales with a proven track record in consultative sales. Experience must include managing top tier buy and sell side accounts and developing relationships at the middle management level across client organizations. * Knowledge of financial data, analytics and research across asset class. * Ability to work across functional lines including Client Services, Operations, Technology and Product Management to resolve client issues and drive development of services that meet stated client needs. Additional Qualifications Technical Skills * Knowledge of feed and delivery formats for utilizing data in desktop and enterprise solutions. Understanding what feed and delivery formats will work to meet client needs. Example: * Feed formats- XBRL/ XML/ HTML/ ASCII etc… * Delivery- Bulk or portfolio delivery. Utilization of API, excel plugin, SDK , or FTP Leadership & Management Skills * Act as mentor for new members of the team. * Recognize situations where we can more effectively serve our clients and put forward recommendations to execute on those ideas. * Take leadership role in projects where you skill set will add value and/or develop your knowledgebase. * Act as a role model for the team. Share best practices and coach others in constructive positive manner. * Ability to multi task and be flexible. Reevaluate regularly. Always be prioritizing activity that will best meet client and revenue goals. About the Company The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's Ratings Services, S&P Capital IQ, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-05-04 04:26:59United StatesMcGraw-HillNew York24587NYNew York, NY28426884http://mcgraw-hill.jobs/xml/28426884/jobUSADubuqueTitle: Care Representative Location: US-IA-Dubuque McGraw-Hill Higher Education (MHHE)has an exciting opportunity for aCARE Representativewith ourCXG Call Centerbased out of our office inDubuque, IA. The CARE Representative will provide product support to students and instructors for all digital products provided by McGraw-Hill Higher Education Companies. Essential Accountabilities include: * Answering phone calls delivered to the call center via 800 number for digital products * Process email requests and issues sent to the call center for digital products * Conduct Webex/Training sessions for instructors on digital products * Responsible for validating bugs/major issues with products to appropriate supervisor, product teams, engineering and/or vendor Other Responsibilities include: * May represent the team on special projects/initiatives * May be lead product representative for key product ensuring, i. Team members are knowledgeable and trained on digital products ii. Product information is established in CARE system iii. Product documentation is developed and communicated to team members * May be an escalation contact for CXG Care and/or CXG Digital Care Representatives Project Management and department initiatives associated to area of product support responsibility * Escalation for staff for complex problems and situations * Perform all functions of the General Care Representative position * Bachelor degree preferred * 1 to 2 years of job-related experience in call center * 2 years technical support environment * Travel — less than 5% * Ability to communicate effectively and strong customer service skills * Excellent telephone presence * Strong analytical and problem solving skills * Professional demeanor with the ability to maintain even temperament in high pressure situations * Normal office environment requiring ability to organize and prioritize workload, communicate effectively, sit for extended periods of time, use standard office equipment, and review and proof documents * Strong organization skills * 2-3 years computer usage experience * Extensive knowledge of DOS, Windows, and MS Office Suite * Familiarity with internet tools (MS Explorer, Netscape Navigator, Mozilla-FireFox) * Plus ?Experience in course management systems and education publish processes ?Mac environments ?Project Management ?Familiarity with media authoring tools (Macromedia Director, Flash, Photoshop, Authorware) About the Company McGraw-Hill Higher Education(MHHE) is a part of McGraw-Hill Education. MHHE is a leading technological innovator, as well as a provider of traditional learning materials, to the higher education market. Our professional publishing operations provide essential information and expert guidance in business, education, consumer, medical, scientific, and technical fields. McGraw-Hill Education, a division of The McGraw-Hill Companies, is a leading innovator in the development of teaching and learning solutions for the 21st century. Through a comprehensive range of traditional and digital education content and tools, McGraw-Hill Education empowers and prepares professionals and students of all ages to connect, learn and succeed in the global economy. McGraw-Hill Education has offices in 33 countries and publishes in more than 65 languages. The McGraw-Hill Companies(NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-04-26 04:14:42United StatesMcGraw-HillIowa24450IADubuque, IA28198374http://mcgraw-hill.jobs/xml/28198374/jobUSASan FranciscoTitle: Client Development Specialist I (Sales AssociateI ) S&P Capital IQ, McGraw-Hill Financial (San Francisco) Location: US-CA-San Francisco S&P Capital IQ, a division of McGraw-Hill Financial (MHF), is currently searching for Sales Professionals to join our team, build an exciting career with us and support our growth trajectory. The Sales Associate will develop the Sales Strategy plan that addresses how to meet goals, identify opportunities and risk with tactical plan to execute. The individual will also provide continual feedback to McGraw-Hill Financial management on market/client trends, competition and product feedback. Essential Accountabilities: * Focus on managing, prospecting and selling to larger and more complex clients and prospects. * Execute sales strategy collaborating globally (if applicable) with sales members, client service, product management, operations, technology, legal to optimize product and service delivery. * Communicate regularly with team members, senior sales management, and all MHF business units regarding client activity, results, competitive information, and market trends. * Cross-sell MHF offerings, exchanging intelligence on established and prospective accounts with other team members inside and outside the business unit. *This position is based in our San Francisco office.* * 3- 5 years relevant experience in financial services industry related directly or indirectly to software, analytics and data direct sales with a proven track record in consultative sales. Experience must include managing top tier buy and sell side accounts and developing relationships at the middle management level across client organizations. * Knowledge of financial data, analytics and research across asset class. * Ability to work across functional lines including Client Services, Operations, Technology and Product Management to resolve client issues and drive development of services that meet stated client needs. Additional Qualifications Technical Skills * Knowledge of feed and delivery formats for utilizing data in desktop and enterprise solutions. Understanding what feed and delivery formats will work to meet client needs. Example: * Feed formats- XBRL/ XML/ HTML/ ASCII etc… * Delivery- Bulk or portfolio delivery. Utilization of API, excel plugin, SDK , or FTP Leadership & Management Skills * Act as mentor for new members of the team. * Recognize situations where we can more effectively serve our clients and put forward recommendations to execute on those ideas. * Take leadership role in projects where you skill set will add value and/or develop your knowledgebase. * Act as a role model for the team. Share best practices and coach others in constructive positive manner. * Ability to multi task and be flexible. Reevaluate regularly. Always be prioritizing activity that will best meet client and revenue goals. About the Company The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's Ratings Services, S&P Capital IQ, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-04-12 09:12:23United StatesMcGraw-HillCalifornia24131CASan Francisco, CA27839085http://mcgraw-hill.jobs/xml/27839085/jobUSABostonTitle: Quantitative Specialist (Client Services Quantitative Specialist), S&P Capital IQ Location: US-MA-Boston S&P Capital IQ is currently seeking a Quantitative Specialist (Client Services Quantitative Specialist) to join our ClariFI Client Services team. The ClariFI Client Services team is responsible for all quantitative engineering activity for clients of our institutional product s and services. Each Quantitative Specialist becomes a knowledge expert in the ClariFI Platform, and in the quantitative products offered through S&P Capital IQ. Responsibilities consist of understanding each prospective client’s application requirements and determining how our products and services can meet their specific needs; working with clients on any and all issues that arise during the pre-sales process concerning product functionality and coverage, underlying methodologies, analytics, data, technologies, integration, and deployment. Quantitative Specialists form one-to-one dedicated relationships with specific clients, and are responsible for the continued support of these clients. This includes pro-actively learning and understanding how our products and services are used and subsequent training on best practices. This also includes working with each client on issues ranging from methodology and technology questions, to new functionality, features and enhancement requests, and final ly to future business needs and requirements. With the collective feedback obtained from our clients, Quantitative Specialists work closely with our Research and Development Group to help define and shape future product releases. Essential Accountabilities: * Work with investment professionals to implement quantitative financial strategies in ClariFI platform * Provide complex daily product support to client base of equity research analysts and portfolio managers * Advise users on financial modeling, numerical analysis, and process efficiencies * Gather client feedback and communicate functionality requirements to product development team * Work with Product Specialists to maintain strong relationships with clients, and to pursue pre-sale opportunities and expansion of existing accounts * Maintain knowledge of all Capital IQ product offerings and rival data vendor offerings * Firm analytics background (e.g. statistics, time-series analysis, computational finance) * Understanding of quantitative investment techniques such as backtesting, regression testing, and portfolio mean variance optimization * Good technology background (e.g. macro development, relational databases, scripting languages, statistical packages) * Knowledge of financial markets (e.g. equities, fixed income) * Excellent communication skills (e.g. presentations, training) * Team player willing to take on a wide variety of tasks * Proven ability for independent work and self-teaching * Desire to take responsibility for clients * A graduate degree in quantitative finance, financial engineering, and direct experience with Financial Data, Financial Products, and/or Risk Management are highly valued candidate attributes. * Strong understanding of fundamental financial data or a CFA charterholder/candidate is preferable. We are looking for smart and dynamic individuals who are looking to join a quickly growing and entrepreneurial company, considered a leader in the strategy development and testing space. We offer a competitive compensation plan including a comprehensive benefits package, paid vacations, performance bonus, etc. About the Company S&P Capital IQprovides high-impact information solutions to more than 4,200 leading financial institutions, advisory firms and corporations. Its solutions are based on the Capital IQ web platform, a unique combination of global private and public capital market data and software applications that enable end users to draw deep market insights, generate better ideas, optimize relationships and simplify workflow. Clients can deploy the Capital IQ Platform either as a standalone solution or seamlessly integrate its components into existing business applications and portals via systems integration and custom data feeds. For more information, please visit Capital IQ's website atwww.capitaliq.com. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2012-04-11 09:12:46United StatesMcGraw-HillMassachusetts24187MABoston, MA27811633http://mcgraw-hill.jobs/xml/27811633/jobSGPSingaporeTitle: Product Manager Location: SG-Singapore The Product Manager holds a critical task in developing the eWindow trading platform. He/She is required to work closely with our vendor partners, as well as colleagues in sales, editorial, marketing, product development and customer support, and most importantly our customers, with the objective of detailing the development of the system. He/She will also be responsible for the various milestones of the product lifecycle, and help not only in managing the timely delivery of the platform, but to track costs and keeping it within budget. The Product Manager will be assisting in the system checks, testing and will work closely with the Regional Managers to ensure the platform is developed and delivered within or above expectations. * Minimum 3-5 Years Project management and product development experience and documentation experience. * Strong interpersonal skills, excellent relationship-building skills, as well as strong leadership and team-management skills. * Good communication and presentation skills. * Strong technical and analytical skills * Understanding of the Electronic Trading Platforms is a plus * Team player with the ability to work in and flourish in a merit-based, entrepreneurial, professional culture. * Self-starter. Demonstrates ability to prioritize multi-faceted, fast paced job tasks. Job Type: Customer Service2012-04-10 11:39:14SingaporeMcGraw-HillNone120000003XNoneSingapore, SGP27787133http://mcgraw-hill.jobs/xml/27787133/jobSGPJurongTitle: Customer Service Coordinator Location: SG-Jurong McGraw-Hill Education is a leading publisher of educational and professional media. We are looking for a competent individual to fill the position of Customer Service Coordinator. You will be responsible for handling local and overseas customers' enquiries, data entry, process orders and liaise with internal departments for customers' delivery. Requirements: - Good written and spoken English - Able to communicate well with people of all levels - Must be a team player - Meticulous, responsible and be able to work independently - Sound understanding of service quality Interested candidates are invited to apply with detailed resume, stating current and expected salary. 'O' or 'A' Level qualifications Job Type: Customer Service2012-04-07 08:42:25SingaporeMcGraw-HillNone24092NoneJurong, SGP27725265http://mcgraw-hill.jobs/xml/27725265/jobRUSMoscowTitle: Product Support Specialist - Moscow Location: RU-Moscow Platts, a division of The McGraw-Hill Companies, is a leading global provider of energy and metals information. With nearly a century of business experience, Platts serves customers across more than 150 countries. From 16 offices worldwide, we serve the oil, natural gas, electricity, nuclear power, coal, petrochemical and metals markets. Platts' real time news, pricing, analytical services, and conferences help markets operate with transparency and efficiency. Traders, risk managers, analysts, and industry leaders depend upon Platts to help them make better trading and investment decisions. The Product Support Specialist Specialist is responsible for partnering with Sales and Client Development Managers to provide the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training, and integration of McGraw-Hill services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator. We currently have a requirement for a Product Support Specialist. This position, to be based in Moscow, serves and supports revenue growth and customer retention in the Russian region, specifically in the area of product utilization, ensuring that the client receives maximum value and benefit. The position is also responsible for serving as a knowledgeable resource to other business associates and customer in the areas of industry, best practices, and product usage. Responsibilities * Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to: Business Analysis / Training Implementation and Delivery / Training Documentation Development / Adoption Analysis and Solution Recommendation & Implementation / Problem-Solving / On-going support as these activities relate to the use of all related products. * Act as the leader and primary liaison between business unit and Customer base with issues relating to product & technology in the areas of: (1) Hardware / Software Configuration, (2) Product Installation, (3) Data Definition, Mapping & Integration. * Provide active Customer training via on-site visits, WebEx, phone or email to incorporate McGraw-Hill services into their workflow and drive Customer satisfaction and retention. * Action top tier escalations for all supported products and services. Provide follow-up as appropriate. * Monitor, collect and report knowledge collected from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference. * Preparation for customer visits to include company research, training documents, liaise with Sales teams for any problems that may be encountered, etc. * Assist in creating and maintaining a proactive and positive environment with Customer Care, Sales, Marketing and other departments that impact Customers. * Interact with 3rd party vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support. * Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets * Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and pass on these leads to respective sales colleagues. * Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit. * Collect, report and act on Voice of the Customer feedback acquired from Customer interactions. Recommend process improvements based on feedback. * Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas but not limited to: (1) Management, (2) Customer Needs, (3) Technology, and (4) Training. * Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams. * Provide proactive and reactive support to customers through all possible interaction methods. These include telephone, e-mail, fax, internet and standard mail. * Assist Tier 1 and Tier 2 Customer Care Agents with resolutions to questions concerning products, billing, technical and/or service issues, account/contract status, change of address, cancellations, refunds as requested. * Previous face to face and virtual training experience working with people of all levels essential * Fluency in English and Russian required. * Proven ability to train people at all levels * Proven ability to work alone as well as in a team and work to tight deadlines. * Proactively understand Customers' needs and absorb critical information that could result in additional revenue, potential down-sizing. * Possess technical knowledge to support and train McGraw-Hill services to both internal and external Customers. * Ability to influence individuals at all levels, give opinions and justifications * Use organizational/time management skills to prioritize workload, schedule trips and training sessions. * Proficiency in Microsoft Office packages. * Ability to set up internet connections / wireless internet connections. * Computer literate with the ability to learn customer service software applications. * Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process. * Have a flexible approach to cover colleagues' work when needed * Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers. * Additional European language(s) - advantage * Customer Service experience, complex problem solving experience to be able to assist clients. * Ability to work under pressure and with short lead times. * Experience with CRM systems for recording transactions and reporting metrics. * Ability to work through quality management issues constructively and time * Experience in a solutions-selling/ technology industry role preferred Job Type: Customer Service2012-04-07 08:41:28RussiaMcGraw-HillNone23440NoneMoscow, RUS27724965http://mcgraw-hill.jobs/xml/27724965/jobSGPSingaporeTitle: eWindow Asia Product Support (Contract) Location: SG-Singapore Manage day-to-day operations and support teams globally for eWindow as well as be the primary point of contact for any operational or support issues. Implement and monitor best practices for day-to-day training. Ensure that the training programs, issue and resolution processes, and daily operations procedures are fully implemented. Work with regional eWindow teams to set up new launches for eWindow. Ensure Product Support and Operation positions are giving highest levels of support. Provide support to regional support teams as needed. This position will be responsible for measuring the quality and training the support positions. This position will report directly to the Senior Director - eWindow. This position will also have dotted line reporting from Regional Support and Operations. * Set standards and create the measures needed to manage operations of eWindow daily procedures. Ensure that all regions are following the standards set in place. Monitor the performance of each region with these standards. Make sure all documentation is up-to-date and available for all regions. Provide progress reports to team and other individuals. * To work with Senior Product Manager to set standards of training programs. To implement and measure progress of these programs for all responsible for eWindow training. Provide progress reports to team and other individuals. Create a qualification program for all internal users of eWindow - both in eWindow team and editorially. * To ensure demo and test environments are available, instruments are properly configured and user IDs are created for launch. To help the Regional Manager coordinate resources and set the timeline and monitor schedule and ensure critical path items are met. Attend all launches and assist regional teams where needed. * Assist all eWindow offices when the need arises. * Be the project leader and liaise with internal groups on all operational projects including updating CRM tools, unifying processes, refining user lists in Oracle Sales Database, and any other new projects that come up. * Undergraduate degree from recognized University. * 3 years experience working with external customer support and environment. Has worked with complex software or trading exchange software * Sound knowledge of the Platts price assessment and formation business. Ability to communicate with Editors and Quantitative Analysts and to be able to collaborate on the development of new products and resolution of customer issues. * Proven track record of providing technical and operational support to a user community in a complex environment. Ability to work with a diverse user community dispersed over a wide geography. * Training experience across many types of groups and in many different scenarios. Ability to assess type of training - level of detail, scenarios to put together, duration, etc - on the fly. Experience with training those who will be training as well. * Excellent written and verbal communications skills and customer focused mind-set. Ability to present and demonstrate capabilities to a cross section of groups and sizes. A consensus builder, willing to work with sometimes conflicting interests to find solutions to problems. * Moderate travel is required. Job Type: Customer Service2012-02-01 08:11:13SingaporeMcGraw-HillNone23194NoneSingapore, SGP26233662http://mcgraw-hill.jobs/xml/26233662/jobUSAHoustonTitle: Product Specialist Location: US-TX-Houston The Product Specialist is responsible for partnering with Sales to provide the best possible customer experience to support new customer business, existing customer retention and existing customer growth through on-site support, training, and integration of McGraw-Hill services within customer workflows. The goal is to facilitate excellent customer service as a value differentiator. This position serves and supports revenue growth and customer retention, specifically in the area of product utilization, ensuring that the client receives maximum value and benefit. The position is also responsible for serving as a knowledgeable resource to other business associates and customer in the areas of industry, best practices, and product usage. Responsibilities: * Support customers and Sales in both pre-sale and post-sale activities in the effort to increase revenue and maximize retention. Activities include but are not limited to: * Business Analysis / Discovery, * Training Implementation and Delivery, * Training Documentation Development, * Adoption Analysis and Solution Recommendation / Implementation, * Problem-Solving, and * On-going support as these activities relate to the use of all related products. * Act as the leader and primary liaison between business unit and customer on issues relating to product and technology in the areas of: * Hardware / Software Configuration, * Product Installation, and * Data Definition, Mapping and Integration. * Provide Customer training via on-site visits, WebEx, phone or email to incorporate McGraw-Hill services into their workflow and drive customer satisfaction and retention. * Action top tier escalations for all supported products and services. Provide follow-up as appropriate. * Monitor, collect and report knowledge gathered from customer interactions, together with an integrated knowledge of internal systems and cross-departmental operations. Add into CRM for future reference. * Preparation for customer visits to include company research, training documents, liaising with Sales teams to understand the strategy for growing those customer accounts and also be aware of any problems that may be encountered, etc. * Assist in creating and maintaining a proactive and positive environment between Customer Support, Sales, Marketing and other departments that will enable the business unit to create greater value for customers. * Interact with 3rdparty vendors. Participate in training and relationship building through joint on-site customer visits, mutual training and customer support. * Regularly attend management, Sales, and Editorial meetings to present core information, keep communication channels open between departments and to be kept informed of all changes regarding clients and markets. * Discover up-sell/cross-sell opportunities for products and services during client calls/on-site visits and share these leads to respective Sales colleagues. * Adopt technical products and product portfolio via education and problem resolution for the appropriate business unit. * Collect, report and act on Voice of the Customer feedback acquired from customer interactions. Recommend process improvements based on feedback. * Act as Subject-Matter-Expert in agreed upon area within Product Specialist team and Sales in one of the four areas including but not limited to: * Management, * Customer Needs, * Technology, and * Training * Manage and deliver special projects assigned by leadership for the benefit of the Customer Support teams * Perform other duties as assigned. Required: * Confident, patient and concise to be able to train people of all levels. * Fluent in English and Spanish, both verbal and written * Enthusiastic / self-motivated, ability to work on own and under pressure. * Proactively understand customers' needs and absorb critical information that could result in additional revenue and/or potential down-sizing. * Possess technical knowledge to support and train McGraw-Hill services to both internal and external customers. * Ability to influence individuals at all levels, give opinions and justifications. * Use organizational/time management skills to prioritize workload and schedule trips and training sessions. * Have college degree or equivalent with a minimum of four (4) years working experience in a national or global organization. * Proficiency in Microsoft Office package. * Ability to set up internet connections / wireless internet connections. * Computer literate with the ability to learn customer service software applications. * Ability to analyze processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process. * Have a flexible approach to cover colleagues' work when needed. * Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers. Preferred: * Knowledge of McGraw-Hill electronic products, industry-specific markets, trading operations and financial services. * Customer Service experience, complex problem solving experience to be able to assist customers. * A minimum of two (2) years work experience in a solutions-selling / technology industry role. * Ability to work under pressure and with short lead times. * Experience with CRM systems for recording transactions and reporting metrics. * Ability to work through quality management issues constructively and timely. Benefits Regular full-time employees of The McGraw-Hill Companies routinely receive the following benefits: * Medical, Dental, Vision insurance, Flexible spending accounts with company contribution * 401K with company matching, long-term and annual incentives, stock purchase program * Many work/life benefits such as low-cost emergency child- and elder-care, parental leave for birth or adoption, flexible work arrangements, volunteer opportunities, employee assistance programs, tuition reimbursement, employee discounts, and much more About the Company The future of energy is in your hands. At Platts, the world's leading energy information provider, traders, risk managers, analysts, and industry leaders will depend on you to help them make better trading and investment decisions in the all-important energy markets. Our real-time news, pricing, analytical services and conferences help markets operate with transparency and efficiency. With more than 600 employees in 17 offices spanning five continents, you get the best of a small company and a Fortune 500 corporation at Platts. We have a highly diverse workforce, a global perspective, and a "business casual" culture. Platts is a division of The McGraw-Hill Companies. The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with over 20,000 global employees and over 10,000 U.S. employees. Around the world, McGraw-Hill provides people with the information and insights they need to adapt and grow in changing times. Our business spans the fields of financial services, education, and business information with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world. The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual. Job Type: Customer Service2011-07-09 11:42:28United StatesMcGraw-HillTexas20604TXHouston, TX22277682http://mcgraw-hill.jobs/xml/22277682/job