Job Description

The Customer Support Executive – Technical & Platform is responsible for providing effective and timely support to customers in relation to our products or services. This includes active focus on enquiry resolution, a positive customer focused attitude always and ensuring that all the necessary action is taken to resolve a customer’s enquiry. Each member should show curiosity partnered with great persistence and thrive for continuous quest for professional growth and excellence.
The Customer Support Executive resolves issues utilizing complex information systems, displays excellent problem-solving skills and shows high level of urgency and ownership to ensure customer satisfaction. Refinitiv provides all needed resource to new members to be able to pursue this new task towards completion and success.
Responsibilities:

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  Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction
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  Logging and classifying all calls and requests for assistance in the customer relationship management system
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  Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department
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  Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services
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  Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction
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  Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur
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  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
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  Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention
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  Recognize and escalate recurring problems, inferior processes, or outdated procedures
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  Accept additional projects or areas of responsibility that will improve the team’s performance
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  Proactively contribute to the Frontline Support team and the achievement of its goals

Qualifications:

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  University degree or a related discipline in information technology or equivalent technical qualifications
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  Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable
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  Knowledge of desktop offerings whether deployed or managed (SaaS) is an advantage
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  Comfortability around remote troubleshooting on a desktop environment
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  Expert understanding of relevant Refinitiv products and data
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  Understanding of client needs. Focus on delivering results
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  Detail orientated with sound information probing skills
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  Good problem management, troubleshooting and analytical skills
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  Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment
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  Proven strong customer service orientation
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  Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues
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  Willingness to undertake additional projects and responsibilities from time to time
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  Flexibility with work hours – including rotational shift work, plus weekends and holidays

At LSEG, we believe that creating a diverse and inclusive organisation 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 organisation 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, 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 any mental health or physical disability needs.
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