Senior Platform Support Specialist (Hybrid)

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

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.