Description
LSEG Customer Operations is seeking a highly motivated person to fill a Specialist Support position. The team consists of highly skilled, energetic individuals that possess strong analytical, technical, and customer service expertise.
The qualified candidate will act as a specialized technical resource for complex issues affecting LSEG products, remotely resolve customer issues, identify service-impacting trends, and help implement preventative measures.
Major responsibilities include:
- Providing expert technical support for assigned Refinitiv products
- Interfacing with product support, development teams, and 3rd party vendors to resolve issues
- Troubleshooting, reproducing, and resolving customer issues remotely
- Providing high-quality technical advice to internal stakeholders and 3rd party engineers
- Escalating major, elusive, and recurrent issues that are impacting clients
- Assisting with the implementation and integration of Refinitiv products at customer sites as needed
- Maintaining awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
- Maintaining accurate client-site documentation
- Delivering technology or product training to customers as needed
- Recording all customer interactions using CRM tools provided (Salesforce)
- Following all operational policies and procedures to manage client issues
The ideal candidate will have:
- English fluency – both written and spoken – required
- Japanese fluency – both written and spoken – required
- Comfortable working within a Linux terminal
- Skilled with incident management, analytical thinking, troubleshooting, and case management
- Logical thinker/problem solver who is self-motivated and a strong contributor within a team
- Proficiency communicating technical concepts to non-technical customers and colleagues
- Experience in a customer service environment and having outstanding Customer Service skills
- Ambition to develop and maintain a deep understanding of assigned products and technologies
- Ability to work with virtual teams to successfully deliver projects or resolve escalations
- Good understanding of project management principles is a plus
- Basic working knowledge of financial markets
- Independent worker with excellent time management and escalation skills
- Python or Shell scripting experience is a plus
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.