Senior Analyst - Workflows Technical

London Stock Exchange Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Volunteer days

Wellbeing programs

Job summary

London Stock Exchange Group (LSEG) is seeking a customer service professional in Bengaluru to address inquiries about information, product functionality and faults for Refinitiv products. You will resolve queries on first contact and escalate as needed, while maintaining LSEG standards and customer focus.

The role requires strong English communication, frontline support experience, and the ability to troubleshoot desktop environments and SaaS offerings to support customers effectively.

Qualifications

• University degree in information technology or related discipline.
• Experience in customer service or contact center preferred.
• English communication with customers and colleagues.

Responsibilities

• Respond to enquiries about information, product functionality and faults, resolving many queries on first interaction.
• Log and classify all calls in the CRM system and escalate to appropriate departments when needed.
• Manage resolution for data, applications and Refinitiv products and services.
• Track progress and proactively update customers on status or resolution.
• Inform customers about major outages and coordinate updates.
• Identify recurring problems and escalate to team leaders or resolver groups.
• Contribute to Frontline Support team and help achieve its goals.

Skills

Customer service

English communication

Troubleshooting

Problem management

Education

University degree in IT

Tools

SaaS applications

Job description

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 escalation 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 upscale 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 upscale 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: University degree or a related discipline in information technology 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 desktop offerings whether deployed or managed (SaaS) is an advantage Comfortability around remote troubleshooting on a desktop 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.

Career Stage: Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. 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. We are proud to be an equal opportunities employer.

Equal opportunity statement: 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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice 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, your rights and how to contact us as a data subject. 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. LSEG (London Stock Exchange Group) is a leading global financial markets infrastructure and data provider. Our culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential. Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific. Find out more Get to know some of our people who are pushing the boundaries of technology, finance and more around the world.