Senior Associate - Platform Support

LSEG; Bengaluru; Hybrid; INR 600,000 - 800,000; Full time

Job summary

LSEG is looking for a Customer Support Executive – Platform in Bengaluru to deliver effective support for the Refinitiv Data Platform. Ideal candidates will have a degree in IT or similar fields, strong customer service orientation, and problem-solving skills. Responsibilities include handling customer inquiries, logging requests, and providing timely updates while working in a hybrid model. Experience in a contact center is preferred and knowledge of Python and Linux is a plus.

Qualifications

• Experience in a customer service or contact center environment preferred.
• Knowledge of APIs and programming in Python is an advantage.
• Detail-oriented with sound information probing skills.

Responsibilities

• Respond to customers’ inquiries and resolve issues effectively.
• Log and classify all calls and requests.
• Proactively update customers on query resolution.

Skills

Customer service orientation

Analytical skills

Troubleshooting

Communication skills (English)

Education

University degree in information technology or related discipline

Tools

Python

Linux

Job description

Position Overview

The Customer Support Executive – Platform is responsible for providing effective and timely support to customers of Refinitiv Data Platform (RDP). This includes active focus on enquiry resolution, a positive customer focused attitude, 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.

Role 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 intensify 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 increase problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include partner concerns 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 escalating recurring problems, inferior processes, or outdated procedures.
• Accept additional projects or areas of responsibility that will improve the team’s performance.

Qualifications and Experience Required

• University degree or a related discipline in information technology, financial markets 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 API’s and programming language such as Python is an advantage.
• Knowledge of desktop and enterprise infrastructure/offerings whether deployed or managed (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.
• Comfortability around remote troubleshooting on a desktop / server level 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: Senior Associate

We offer a hybrid working model.

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.