Associate Specialist - Customer Support

Position Summary

The LSEG Data Platform (LDP) delivers a single, consistent data experience, making it easier for customers to access, distribute, and build with Refinitiv and third-party data. It enables our customers to quickly query, test, power, and deploy applications, allowing them to reinvent their approach to analytics, technology innovation, data distribution and cost management.

From a technical perspective, the LSEG Data Platform comprises a set of microservices running in the cloud that connect with one another to collect, enrich, control and distribute data – from data sources directly to data consumers, whether it is a machine or a human end-user. With our cloud-neutral approach, our customers can reduce the resources required to lead legacy and often siloed technology stacks, modernize analytics, and maintain business agility.

The Associate Specialist - Customer Support – Platform is responsible for providing effective and timely support to customers in relation to their Refintiv’s product or service. This includes an active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the vital action is taken to resolve a customer’s enquiry.  Each member should show curiosity partnered with great persistence and thrive for a continuous quest for professional growth and excellence notwithstanding the complexities ahead.

The Associate Specialist - Customer Support – Platform resolves issues applying sophisticated information systems, displays excellent skills and shows a high level of urgency discretion to ensure customer satisfaction. Refinitiv provides all needed resources to new members to be able to pursue this new task towards completion and success.  

Role Responsibilities

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.

• Logging and classifying all calls and requests for assistance in the customer relationship management system.

• Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.

• Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.

• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.

• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.

• Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering, or resolver groups as appropriate.

• Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.

• Recognize and call out recurring problems, inferior processes, or outdated procedures.

• Accept additional projects or areas of responsibility that will improve the team’s performance.

• Proactively contribute to the Frontline Support team and the achievement of its goals.

Qualifications and Experience Required

• University degree or equivalent experience, or a related discipline in information technology financial markets or equivalent technical qualifications.

• Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable.

• Knowledge of API’s and programming language such as Java, Python and SQL is an advantage 

• Knowledge of desktop and enterprise infrastructure/offerings whether deployed or handled (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage  

• Comfortability around remote troubleshooting on a desktop / server level environment

• Expert understanding of relevant Refinitiv products and data.

• Understanding of client needs. Focus on delivering results.

• Detail orientated with sound information probing skills.

• Good problem management, troubleshooting and analytical skills

• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment

• Proven strong customer service orientation

• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.

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

• Flexibility with work hours – including rotational shift work, plus weekends and holidays.

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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