Associate Specialist - Customer Support - Desktop Technical

LSEG; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Job summary

London Stock Exchange Group (LSEG) is seeking a Senior Associate for Technical Support to join a global Desktops/Specialist Operations team. You will provide expert technical support for Refinitiv products, work with Product and Development teams, and keep clients updated through the case lifecycle, delivering timely resolutions.

The role requires strong English communication, solid OS/network/IT security knowledge, customer-service excellence, and the ability to work in a fast-paced, 24/7

Qualifications

• English fluency required.
• Experience in a customer service environment.
• Solid understanding of operating systems, networks, IT security and Office suite.
• Ability to communicate effectively with customers and colleagues.
• Basic knowledge of financial markets.

Responsibilities

• Provide expert technical support for several LSEG products.
• Record all customer queries, interactions, and investigation progress in CRM tools.
• Keep clients updated throughout case life cycle.
• Follow policies to reduce resolution times.
• Work with 3rd party service providers and on-site dispatches when required.
• Deliver high-quality technical advice and train front-line teams.

Skills

English fluency

Problem solving

Customer service

Communication

IT knowledge

Financial markets basics

Teamwork

Can-do attitude

Job description

LSEG Technical Support is searching for highly motivated persons to participate on the growing team with footprints across the globe. The ideal candidate would be technical specialists with strong analytical skills, have a strong desire to learn and possess a good sense of customer service. Technical Support works in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified and successful candidate will be part of the Desktops/Specialist Operations team and would be expected to adapt quickly and work in a shared environment to deliver a positive customer experience.

Role Purpose:

• Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers.
• Remotely resolve issues or look for trends and implement preventative measures.
• Demonstrate innovative technologies to ensure globally consistent support tasks.

Major Responsibilities:

• Provide expert technical support for several LSEG products.
• Work with Product teams and Development groups.
• Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).
• Keep clients updated throughout case life cycle.
• Follow all policies and procedures for managing and raising customer issues to reduce resolution times.
• Work with 3rd party service providers.
• Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.
• Provide expert technical support for problem resolution, including reproduction of customer issues.
• Provides high-quality technical advice to internal partners and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
• Create and maintain knowledge documents.
• Deliver product or technical trainings to frontline teams.
• Call out major, elusive, and recurrent issues that are impacting clients.
• Able to work shifts (desk will provide 24hr coverage).
• May be required to work weekend on rotation basis.
• May be required to work as part of the project implementation team to integrate Refinitiv’s products at customer site.
• May be required to deliver technology or product training to customers.

Qualifications:

• English fluency required.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Solid understanding of operating systems, networks, IT security and Office suite of products. Knowledge of any programming language is a plus.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Experience in a customer service environment and having outstanding Customer Service skills.
• Ability can work with visual teams to successfully deliver projects or resolutions to customer concerns.
• Basic level knowledge of financial markets.
• Demonstrates can-do attitude in challenging situations.

External Qualifications

• Experience in client-facing environment preferably in a fintech or enterprise technology
• Ability to support external clients via phone, email, and chat channels

Skills And Behaviors

Product & service knowledge

- Leverages technical knowledge of products and services to meet customer needs, understand market segments and deliver excellent outcomes.

Client engagement

- Builds and leverages knowledge of client and / or stakeholder needs and objectives to provide maximum value.

Customer service support

- Fulfills customer requests, resolves customers’ technical problems, and responds to customers’ questions through on-site and telephone contact.

Solutions Delivery

- Partners with clients and resolves issues by diagnosing problems, determining possible resolutions and implementing effective solutions Level 2

Critical thinking

- Analyses and evaluates facts and information in order to form a judgement.

Communication

- Communicates with clarity and precision, presenting complex / technical information in a concise format that is audience appropriate.

Telephone proficiency

- Uses effective communication, interpersonal skills and the ability to incorporate appropriate phone etiquette.

Active listening

- Listens to others, confirming understanding of the content and recognizing non-verbal cues and underlying messages.

Multi-tasking and prioritization

- Adapts rapidly changing events and environments while accurately judging priorities and keeping track of details.

Collaboration

- Works effectively with others and adapts ways of working to achieve a common goal.

Research

Investigates information systematically, asks inquisitive questions, and studies materials and sources to reach new conclusions and / or create new ideas, methods, products or solutions.

Career Stage:

Senior 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 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.

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