Senior Analyst - Customer Support

Job Description

Senior Client Support Analysts are a key and valuable link between our product & services offerings and our customers. Combining a good knowledge of capital markets and Content, with understanding of our products. CSAs will be responsible for providing Market Data support for LSEG Sales, Buy side trading, brokerage & exchange clients on multiple global and domestic workstations and various financial applications & content.

Client Support Analyst will respond to incoming Client questions regarding Refinitiv products and services. The incumbent of this role will maintain all aspects of the customer relationship, assisting clients in various data and account service via Phone / emails. Client Support Analysts will be managing all post-Sales queries received from our existing customers.

• Primary role is to work with Equity/Commodity managers, Portfolio Managers, Research Analysts from various firms and Global Banks to assist with navigation, LSEG products and assisting with data search and identifying any data errors, assisting in building portfolios and portfolio analysis/maintenance. This could entail escalating/referring the problem to a "Content" support group or the technical support desk.

• Basic skills to Interpret and analyse the equity market requirements and provide right resolutions and workarounds in specific situations.

• Help Customers realize full potential of the application and provide references & solutions to maximize application utilization.

• Deliver solutions to customer application questions with regards to navigation, functionality, content, data quality & entitlements using LSEG Products.

• Collaborate with various LSEG departments (Technical Support, Content, entitlements, feed support, sales, training) to resolve client questions/problems

• Closely work with Account Managers, Relationship Managers, Technical Account Managers, Strategic Account Managers and Dedicated Account Managers.
• Ability to speak to our clients intelligently and use their critical reasoning skills to identify the problem and solution quickly.

• Maintain log of problems by creating a ticket in the LSEG CRM application. Follow inquiry through to resolution and close the ticket when completely resolved.

• Engage Content Group or Product Specialist for any "enhancement requests".

• Able to work on shifting schedules, including weekend
• 1+ years’ experience in relevant industry managing client queries.
• Ability to manage high pressure client situations and build trust with the clients.
• Ability to communicate well with internal and external stakeholders.
• Basic understanding of Markets (Equities, Portfolio Management etc.)
• Good interpersonal skills and client management skills.
• Self-motivated, "Find a way to get it done" attitude
• Good time management skills and attention to details
• Good data analysis skills
• Focused on service delivery
• Good business writing skills
• Good problem-solving skills
• Graduation in Finance/Commerce

As a global business, LSEG relies on diversity of culture and thought to deliver on our goals. Therefore, we seek hardworking, qualified employees in all our operations around the world−regardless of race, colour, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. LSEG is proud to be an Equal Employment Opportunity/Affirmative Action Employer

Career Stage:

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 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.

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.

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.