Senior Analyst - Workflows Technical

lseg; India; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Flexible work hours

Job summary

LSEG is seeking an Associate for frontline customer support in India. You will respond to inquiries, log and classify requests in the CRM, and escalate issues to the appropriate department while managing resolutions for data and applications across Refinitiv products.

You will work with a team that emphasizes integrity, service, and continuous improvement, and you will contribute to customer satisfaction and performance goals in a fast-paced, global environment.

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.

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 elevate 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• Recognize and elevate recurring problems, inferior processes, or outdated procedures.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.

Skills

Customer service

English communication

Problem solving

Remote troubleshooting

Technical troubleshooting

Education

University degree in information technology or related discipline

Tools

CRM systems

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 elevate 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 elevate 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

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. 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.
• Flexibility with work hours - including rotational shift work, plus weekends and holidays.