Overview
LSEG Customer Operations is searching for a highly motivated person to fill a Specialist Support position. The team consists of highly skilled, energetic individuals that possess strong analytical, technical, and customer service expertise. We work in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified candidate will be expected to adapt quickly and should have a strong desire to learn.
Role Purpose
•Act as a specialized technical resource for complex issues affecting LSEG products.
•Remotely resolve customer issues, utilizing 3rd party partners when needed.
•Identify service-impacting trends and help implement preventative measures.
•Leverage innovative technologies to ensure a consistent support experience.
Major Responsibilities / Accountabilities
•Provide expert technical support for assigned Refinitiv products.
•Interface with product support, development teams, and 3rd party vendors to resolve issues.
•Troubleshoot, reproduce, and resolve customer issues remotely, arranging for on-site dispatches when required.
•Provide high-quality technical advice to internal stakeholders and 3rd party engineers.
•Escalate major, elusive, and recurrent issues that are impacting clients.
•Assist with the implementation and integration of Refinitiv products at customer sites as needed.
•Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
•Maintain accurate client-site documentation.
•Deliver technology or product training to customers as needed.
•Record all customer interactions using CRM tools provided (Salesforce).
•Follow all operational policies and procedures to manage client issues.
Technical/Professional Skills & Competencies
•English fluency – both written and spoken – required.
•Japanese fluency – both written and spoken – required.
•Comfortable working within a Linux terminal.
•Skilled with incident management, analytical thinking, troubleshooting, and case management.
•Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
•Proficiency communicating technical concepts to non-technical customers and colleagues.
•Experience in a customer service environment and having outstanding Customer Service skills.
•Ambition to develop and maintain a deep understanding of assigned products and technologies.
•Ability to work with virtual teams to successfully deliver projects or resolve escalations.
•Good understanding of project management principles is a plus.
•Basic working knowledge of financial markets.
•Independent worker with excellent time management and escalation skills.
•Python or Shell scripting experience is a plus.
Career Stage
Senior Associate
About LSEG
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
