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 trading support for assigned LSEG 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 LSEG 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.
• LSEG provides professionals with the intelligence, technology, and human expertise they need to find trusted answers. We enable professionals in the financial and risk markets to make the decisions that matter most.
• Qualifications*:
Technical/Professional Skills & Competencies:
• English fluency - both written and spoken - required.
• Availability to work weekends within a 24x7 support environment.
• Flexible on shifting working hours.
• Good at UNIX command and 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.
• Independent worker with excellent time management and escalation skills.
• Good understanding of finance and trading concepts is a plus.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this privacy notice
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