Specialist - Customer Support

1 Hour ago • All levels • Customer Service

Job Summary

Job Description

LSEG is a global leader in intelligent information for businesses and professionals. As a Specialist - Customer Support, you will enable the discovery of new financial relationships and strategies by understanding and addressing clients' quantitative requirements. You will be responsible for providing direct niche customer service support to analysts, researchers, and quants at prominent investment firms, banks, and hedge funds. This includes assisting clients with data extraction from SQL or Oracle databases for back-testing models, researching and coding scripts to resolve client inquiries on content and database functionality, and collaborating with internal and external parties for resolution. Building long-term client relationships through training, meetings, and support is crucial. You will also meet with prospective customers, capture product requirements, demonstrate the platform, and assist with onboarding. Advocating for and testing new product features to improve customer experience and promoting increased product usage are key responsibilities. Additionally, you will contribute to business process improvement initiatives and act as a coach or mentor.
Must have:
  • Provide niche customer support to financial professionals
  • Assist clients with data extraction from databases
  • Research and code scripts for client inquiries
  • Build long-term client relationships
  • Meet with prospective customers and demonstrate platform
  • Improve customer experience by advocating for new features
  • Bachelor of Science in Engineering/Computer Science, Finance, or Mathematics
  • Knowledge of financial or big data databases
  • Intermediate Microsoft SQL coding experience
  • Experience with equity market and data content
  • Familiarity with statistics and econometrical packages
  • Ability to collaborate with technical and non-technical personnel
  • Ability to give effective presentations
  • Excellent problem-solving skills
Good to have:
  • Experience in quantitative analytics
  • Experience in equity research
  • Experience in equity or credit risk
  • Experience in financial modeling
  • Familiarity with open source programming languages like Python
  • Ability to travel (< 5%)
Perks:
  • Healthcare
  • Retirement planning
  • Paid volunteering days
  • Wellbeing initiatives

Job Details

Position Summary

LSEG is the world's leading source of intelligent information for businesses and professionals. We deliver intelligent information quickly and efficiently, so professionals have knowledge to act. By joining the LSEG Quantitative Product Specialist team, we will be enabling the discovery of new financial relationships and strategies.  We thoroughly understand our clients’ and prospective clients’ quantitative requirements from data to workflow needs and can determine, eloquent, construct, and demonstrate the best solution set for the customer and for your set of dedicated accounts.

As a Product Specialist at LSEG, your good interpersonal skills enable you to convey the benefits, insights, functionality and usability of our solutions. Your deep product knowledge and analysis skills will lead to your meaningful contribution to growing our proposition internally and externally.

Role Responsibilities

  • Provide direct niche customer service support to analysts, researchers, and quants at large and most prominent investment firms, banks and hedge funds

  • Assist clients in understanding, extracting and accurately using Refinitiv and third-party data from a centralized SQL or Oracle database for their back testing models

  • Tackle, research, code scripts, and answer client inquiries on content and database functionality. Work with internal and external parties, including vendors, content specialists, developers and product managers, through to resolution

  • Build and develop long term relationships with existing clients through training, client meetings, implementation support, case management, and timely assistance in their financial research project and model development needs.

  • Meet with Sales and prospective customers, capture product and integration requirements, demonstrate various aspects of the platform, and assist in the onboarding of new business.

  • Improve the customer experience by advocating for and testing new product features and promoting increased product usage into the client’s workflow.

  • Improve the end-to-end customer journey and affect continuous business process improvement through Lean Six Sigma inspired project contributions.

  • Act as a coach or mentor for the Product Specialist and the new hires.

Qualifications and Experience Required

  • Bachelor of Science or equivalent experience from a top university in Engineering/Computer Science, Finance, or Mathematics.

  • Knowledge and experience with financial or “big data” databases.

  • Demonstrate Intermediate Microsoft SQL coding experience.

  • Experience with equity market and data content with good understanding of general financial markets

  • Experience in quantitative analytics / equity research / equity or credit risk or financial modeling Familiarity with statistics and econometrical packages like Matlab and R and open source high level programming languages like Python.

  • Ability to collaborate and connect with technical and non-technical personnel via phone, face-to-face, and in writing.

  • Ability to give effective presentations and provide ad hoc answers Curious attitude with excellent problem solving skills

  • Ability to travel (< 5%)

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.

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.

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.

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About The Company

LSEG (London Stock Exchange Group) isa leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.

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