Trading Support Specialist

Taguig, Philippines

Job Description

Provide second level support to internal stakeholders and 3rd party engineers regarding company products, and to interact with customers to resolve complex issues. The role leverages innovative technologies to ensure global consistency of support task.
Role Purpose:
Act as a specialized technical resource for complex issues affecting Refinitiv products
Remotely resolve customer issues, utilizing 3rd party partners when needed
Identify service-impacting trends and help implement preventative measures
Leverage innovative technologies to ensure a consistent support experience
Major Responsibilities / Accountabilities:
Provide expert trading support for assigned Refinitiv products
Interface with product support, development teams, and 3rd party vendors to resolve issues
Troubleshoot, reproduce, and resolve customer issues remotely
Provide high-quality technical advice to internal stakeholders and 3rd party engineers
Escalate major, elusive, and recurrent issues that are impacting clients
Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
Record all customer interactions using CRM tools provided (Salesforce).
Follow all operational policies and procedures to manage client issues
Refinitiv provides professionals with the intelligence, technology, and human expertise they need to find trusted answers. We enable professionals in the financial and risk markets to make the decisions that matter most
Qualifications:Technical/Professional Skills & Competencies:
Experience in supporting EMS trading in equities, futures and options a plus
English fluency - both written and spoken - required.
On occasion holiday/ weekend work required
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
Independent worker with excellent time management and escalation skills
Good understanding of finance and trading concepts
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.
Please take a moment to read this 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, .
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.
Provide second level support to internal stakeholders and 3rd party engineers regarding company products, and to interact with customers to resolve complex issues. The role leverages innovative technologies to ensure global consistency of support tas

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Job Detail

  • Job Id
    JD1106205
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Taguig, Philippines
  • Education
    Not mentioned