The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their Thomson Reuters product or service. This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer's enquiry. Each member should show curiosity partnered with great persistence and thrive for continuous quest for professional growth and excellence notwithstanding the complexities ahead.

The Customer Support Executive resolves issues utilizing complex information systems, displays excellent problem-solving skills and shows high level of individual discretion to ensure customer satisfaction. Thomson Reuters provides all needed resource to new members to be able to pursue this new task towards completion and success.

Job Title: Senior Analyst - Customer Support (GG9)

LSEG Technical Support is searching for highly motivated persons to participate on the growing team with footprints across the globe. The ideal candidate would be Senior Analyst with strong analytical skills, have a strong desire to learn and possess a good sense of customer service. Technical Support works 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 and successful candidate will be part of the Desktops/Senior Analyst Operations team and would be expected to adapt quickly and work in a shared environment to deliver a positive customer experience.

Role Purpose:

Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers.
Remotely resolve issues or look for trends and implement preventative measures.
Demonstrate innovative technologies to ensure globally consistent support tasks.

Major Responsibilities:

Provide expert technical support for several LSEG products.
Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).
Keep clients updated throughout case life cycle aligned with LSEG Statement of Service update commitments.
Follow all policies and procedures for managing and raising customer issues to reduce resolution times.
Work with 3rd party service providers.
Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.
Provide expert technical support for problem resolution, including reproduction of customer issues.
Provides high-quality technical advice to internal partners and 3rd party engineers.
Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
Create and maintain knowledge documents.
Able to work shifts (desk will provide 24hr coverage).
May be required to work weekend on rotation basis.
May be required to work as part of the project implementation team to integrate Refinitiv's products at customer site.

Qualifications:

English fluency required.
Logical problem solver who is self-motivated and a strong contributor within a team.
2 years of experience in technical support
Basic understanding of operating systems, networks, IT security and Office suite of products. Knowledge of any programming language is a plus.
Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
Experience in a customer service environment and having outstanding Customer Service skills.
Ability can work with visual teams to successfully deliver projects or resolutions to customer concerns.
Basic level knowledge of financial markets.
Demonstrates can-do attitude in challenging situations.

Career Stage:

Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Customer Support Analyst

Senior Analyst - Customer Support