Senior Analyst - Customer Support

LSEG Tick History is a historical market data service, offering global intra-day time and sales, quotes and market depth content dating back to January 1996. The 45PB+ product set covers both OTC and exchange-traded instruments from over 500 exchanges and third-party data contributors, with the majority of data available two hours after markets close. Tick History Customer Support is responsible for answering customer queries in both the pre and post sales environment. The team is composed of experienced analysts capable to handle Tick History queries, backed by Specialists to provide validation and ensuring accuracy with every resolution provided to our customers.

We leverage our deep financial market expertise, critical thinking skills as well as innovative tools and capabilities to manage customer cases, delivering an exceptional customer experience during each interaction. The role demands deep financial markets comprehension, with the potential to know more about the business and the industry.

Responsibilities:

• Respond to most customer queries, resolving as many inquiries as possible, and collaborate withother groups to acquire resolution.

• Works mainly independently to solve client queries and largely follows precedents, having basic knowledge of specialized concept.

• Solves complex issues that may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.

• Ensures the accurate delivery of information and resolution.

• Participate in BPI/Tasks based Project/Program with positive outcome.

• Engagement and Participation in Certification program.

• Collaboration with SAM Group for two-way feedback for client retention.

• Engage with Product Manager for any "enhancement requests".

• Provides support for problem resolution including troubleshooting, research, and answering client inquiries on content and delivery platform.

• Gains basic knowledge of specialized concepts and acquires a strong understanding of the business area and products being supported and how they relate to client's informational needs

• Uses voice of the customer to improve products and services or processes.

Knowledge and skills:

• Previous experience in environment in a customer service experience ’or more years 2 in the Financial industry desirable.

• The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve.

• Willingness to undertake additional projects and responsibilities from time to time.

• Fluent in English, able to use English as working language with internal teams and customers

• Expert understanding of relevant products and data. Understanding of client needs. Focus on delivering results.

• Ability to manage high pressure client situations and build trust with the clients.

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

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.

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