Senior Analyst - Customer Support (GG9)

LSEG Technical Support is actively seeking a highly motivated Senior Analyst to join its growing global team. This role requires strong analytical skills, a desire for continuous learning, and excellent customer service. The Senior Analyst will provide expert technical support for complex issues related to Refinitiv products, assisting customers, internal partners, and third-party engineers. Key responsibilities include remote issue resolution, identifying trends for preventative measures, and implementing innovative technologies to ensure consistent global support tasks within the fast-paced market data environment.

Must Have

• Provide expert technical support for LSEG products.
• Record customer queries, interactions, and investigation progress in CRM tools (Salesforce).
• Keep clients updated throughout case life cycle.
• Follow policies and procedures for managing and raising customer issues.
• Work with 3rd party service providers.
• Perform remote break-fix activities and arrange on-site dispatches.
• Provide high-quality technical advice to internal partners and 3rd party engineers.
• Maintain awareness of relevant technical and product trends.
• Create and maintain knowledge documents.
• Deliver product or technical trainings to frontline teams.
• Ability to work shifts (24hr coverage) and weekend on rotation basis.
• English fluency.
• Logical problem solver.
• 2 years of experience in technical support.
• Basic understanding of operating systems, networks, IT security, and Office suite of products.
• Ability to communicate effectively both verbally and in writing.
• Experience in a customer service environment with outstanding Customer Service skills.
• Basic level knowledge of financial markets.

Good to Have

• Knowledge of any programming language is a plus.

Perks & Benefits

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives

Proud to share LSEG in the India is Great Place to Work certified (Jun ’25 – Jun ’26).

Learn more about life and purpose of our company directly from India colleagues’ video: Bengaluru, India | Where We Work | LSEG

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.
• 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.
• Deliver product or technical trainings to frontline teams.
• 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.
• May be required to deliver technology or product training to customers.

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.

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