Associate Product Specialist, News
LSEG
0 - 3 years
Bengaluru
Posted: 11/05/2025
Job Description
Division, Business or Function - Operations, Data & Analytics
Career Stage / Global Grade - Senior Associate, Global Grade 10
Role Title - Specialist, News
Role Purpose
Specialist, News is a key and valuable link between our product & services offerings and our customers. Combining a thorough knowledge of financial markets and Content, with expertise of our products. A specialist will be responsible for providing Product and Content support to pre & post sales News Clients on Desktop (Eikon) and Feed product (Machine Readable/RDP). They play a key role in knowledge sharing and mentoring our existing CSAs.
Specialist will respond to incoming Client questions regarding News Offerings for some key/critical accounts. The incumbent of this role will maintain all aspects of the customer relationship, assisting key accounts in various data and product functionality via Phone / emails. The specialist will be managing all pre & post-Sales queries received from our existing/prospect customers.
Reports to - Manager, Tick History Support & News
Location / Flexible working
Bangalore/ Flexible to working in shifts
Responsibilities
Key Responsibilities
Essential Day-to Day Responsibilities
Responds to more complex and/or niche issues, resolving as many inquiries as possible on the first call.
Works mainly independently to solve client queries and largely follows precedents, having basic knowledge of niche concept.
Solves complex issues that may involve interpreting the needs of the customer, resolving solution to the problem, and assessing any downstream impact.
Assists new team members in learning the processes and procedures required to deliver excellent customer service.
May act as a subject matter expert and provide work direction to resolve a brought up customer inquiry.
Ensures the accurate delivery of information and resolution.
Participate in BPI/Tasks based Project/Program with positive outcome.
Engagement and Participation in Certification program.
Collaboration with SAM Group for two-way feedback for client retention.
Engage with Product Manager for any "enhancement requests".
Provides support for problem resolution including troubleshooting, research, and answering client inquiries on content and delivery platform
Gains basic knowledge of specialized concepts and acquires a strong understanding of the business area and products being supported and how they relate to client's informational needs
Uses voice of the customer to improve products and services or processes.
Key Attributes & Skills
2+ Experience in a customer service preferred. Previous experience in the financial/News industry desirable.
The ability to learn and become specialists in products and develop a sound understanding of the financial markets/News they serve.
Willingness to undertake additional projects and responsibilities from time to time.
Fluent in English, able to use English as working language with internal teams and customers
Expert understanding of relevant products and data. Understanding of client needs. Focus on delivering results.
Ability to manage high pressure client situations and build trust with the clients.
Ability to prioritize multiple simultaneous issues
Ability to communicate well with internal and external stakeholders.
Excellent interpersonal skills and client management skills
Self-motivated, "Find a way to get it done" attitude
Outstanding time management skills and attention to details
Detail oriented with sound information probing skills.
Well-developed analytical skills with that can problem solve and develop solutions.
Focused on service delivery
Excellent business writing skills
Graduation in Finance/Commerce/Journalism
Key critical metrics
MTTR (Mean Time to Resolve)
Customer Satisfaction measures e.g., Net Promoter Score
Documentation and Process Adherence (DPA) Audit
Quality Parameters
Value to Business
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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
About Company
London Stock Exchange Group (LSEG) is a global financial market infrastructure company, providing a range of services including trading, data, and market information. LSEG plays a key role in facilitating global capital markets and is involved in providing technology solutions to financial institutions.
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