Senior Associate - Platform Support

LSEG; Taguig; Hybrid; PHP 30,000 - 50,000; Full time

Job summary

LSEG seeks a Customer Support Executive in the Philippines to efficiently support users of the Refinitiv Data Platform. The role involves promptly addressing customer enquiries, utilizing a CRM system, and ensuring customer satisfaction. Candidates should hold a university degree in IT or a related field, preferably have experience in customer service, and be skilled in troubleshooting and problem-solving. This position offers a hybrid working model with flexibility in hours.

Qualifications

• University degree or equivalent in information technology or financial markets.
• Experience in customer service or contact center environment preferred.
• Knowledge of APIs and programming languages like Python is advantageous.
• Experience with desktop and enterprise infrastructure offerings (SaaS/PaaS/IaaS).
• Comfortable with remote troubleshooting in desktop/server environments.
• Expert understanding of relevant Refinitiv products.
• Proven strong customer service orientation with effective communication.

Responsibilities

• Respond to customer enquiries about products and services.
• Log calls and classify requests in CRM system.
• Manage enquiry resolution process for Refinitiv products.
• Proactively update customers about enquiry resolution progress.
• Identify and escalate recurring problems to improve processes.
• Accept additional responsibilities to boost team performance.

Skills

Customer service orientation

Troubleshooting

Analytical skills

Knowledge of APIs

Programming with Python

Detail-oriented

Communication skills (English)

Education

University degree in information technology or related field

Tools

CRM system

Linux/DOS based applications

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.