Senior Analyst – Customer Support

Frontline Support provides a globally consistent 24/7 entry point for all customers and employees seeking product, content, or technical support prioritizing accessibility and connectivity to LSEGs breadth of expertise, to deliver a world class service experience.

Desktop Trading Solutions delivers all aspects of application support for the Eikon desktop, covering usability and customization, content search, explanation, and integrity.  Also provides dedicated support for Low Touch migration for Refinitiv Workspace to ensure a swift and smooth transition. 

The Senior Analyst is responsible for providing effective and courteous support to customers in relation to their 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.
 

Responsibilities:
 

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
• Log and classify all calls and requests for assistance in the customer relationship management system (Siebel).
• Filter and call out enquiries related to other aspects of the business and handover to the appropriate department.
• Manage the resolution process for customers relating to data and applications for a particular product/s.
• Supervise 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.
• Call out problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include customer concerns to the team leader and other support, sales, engineering or resolver groups as appropriate.
• Recognize and call out recurring problems, inferior processes, or outdated procedures.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 Helpdesk team and the achievement of its goals.

Required Skills & Experience:
 

• Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues.
• Detail orientated with sound information probing skills.
• Well-developed analytical skills with that can problem solve and develop solutions.
• Flexibility with work times. EMEA Shift (12-9pm or  1-10pm)
• Education – Bachelors Degree

Desirable/Good to have:

• University qualified in a field relating to the financial markets, the finance sector or business.
• Experience in a customer service or contact center environment preferred. Previous experience in the financial industry desirable.
• Expert understanding of relevant products and data. Understanding of client needs. Focus on delivering results.
• 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.

At LSEG, we believe that creating a diverse and inclusive organization is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies, and enabling customers to create sustainable growth – in everything we do. Working with us means that you will be part of a dynamic organization of 25,000 people across 70 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, color, 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 any mental health or physical disability needs.

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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