Associate Specialist - Customer Support - Desktop Technical

Specialist, Desktop Technical provides second level support to internal partners and 3rd party engineers regarding the company products, and to get along with customers to resolve complex issues. To perform customer site maintenance and repair activities. The role demonstrates innovative technologies to ensure global consistency of support tasks.

Responsibilities:

• Respond to customers’ enquiries related 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 raise enquiries relating to other aspects of the LSEG business and handover to the appropriate department.
• Lead the resolution process for customers relating to data and applications, and technical for LSEG 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 raise problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include critical issues 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• Recognize and raise recurring problems, inferior processes, or outdated procedures.
• Accept additional projects or areas of responsibility that will improve the team’s performance.
• Proactively contribute to the Frontline Support team and the achievement of its goals.

Qualifications:

• Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable.
• Knowledge of desktop offerings whether deployed or managed (SaaS) is an advantage
• Comfortability around remote fix on a desktop environment
• Understanding of client needs. Focus on delivering results.
• Detail orientated with sound information probing skills.
• Good problem management 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 holiday.

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.

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