Role Purpose :

Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers.

Remotely resolve issues or look for trends and implement preventative measures.

Demonstrate innovative technologies to ensure globally consistent support tasks.

Major Responsibilities :

- Provide expert technical support for several LSEG products.

- Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce).

- Keep clients updated throughout case life cycle.

- Follow all policies and procedures for managing and raising customer issues to reduce resolution times.

- Work with 3rd party service providers.

- Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools.

- Provide expert technical support for problem resolution, including reproduction of customer issues.

- Provides high-quality technical advice to internal partners and 3rd party engineers.

- Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.

- Create and maintain knowledge documents.

- Deliver product or technical trainings to frontline teams.

- Able to work shifts (desk will provide 24hr coverage).

- May be required to work weekend on rotation basis.

- May be required to work as part of the project implementation team to integrate Refinitivs products at customer site.

- May be required to deliver technology or product training to customers.

Qualifications :

- English fluency required.

- Logical problem solver who is self-motivated and a strong contributor within a team.

- 2 years of experience in technical support.

- Basic understanding of operating systems, networks, IT security and Office suite of products.

- Knowledge of any programming language is a plus.

- Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.

- Experience in a customer service environment and having outstanding Customer Service skills.

- Ability can work with visual teams to successfully deliver projects or resolutions to customer concerns.

- Basic level knowledge of financial markets.

- Demonstrates can-do attitude in challenging situations.