Senior Analyst – Customer Support

Proud to share LSEG in the India is Great Place to Work certified Jun 25 - Jun 26 Learn more about life and purpose of our company directly from India colleagues video Customer Support provides a globally consistent 24 7 entry point for all customers and employees seeking product content or technical support prioritizing accessibility and connectivity to LSEGs breadth of expertise to deliver a world class service experience Investment and Wealth Management Workflows Support delivers all aspects of application support for Workspace and Eikon desktop and various solutions for Investment Management and Wealth covering usability and customization content search explanation and integrity The Senior Analyst is responsible for providing effective and courteous support to customers in relation to their product or service This includes active focus on enquiry resolution a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer s enquiry Responsibilities Respond to customers enquiries relating to information product functionality and fault calls resolving as many queries as possible on the first interaction Log and classify all calls and requests for assistance in the customer relationship management system Salesforce Filter and call out enquiries related to other aspects of the business and handover to the appropriate department Manage the resolution process for customers relating to data and applications for a particular product s Supervise 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 Call out problems affecting a number of customers or influencing the timely resolution of one customer s enquiry This would include customer concerns to the team leader and other support sales engineering or resolver groups as appropriate Recognize and call out recurring problems inferior processes or outdated procedures Accept additional projects or areas of responsibility that will improve the team s performance Proactively contribute to the Customer Support team and the achievement of its goals Required Skills Experience Bachelor s Degree - University qualified in a field relating to the financial markets the finance sector or business is a plus Ability to communicate and engage effectively verbally and in writing in English and any other designated languages with customers and colleagues Performance driven detail orientated with sound information probing skills Well-developed analytical skills with that can problem solve and develop solutions Flexibility in working hours and is flexible to any working schedule Desirable Good to have University qualified in a field relating to the financial markets the finance sector or business Experience in a customer service or contact center environment preferred Previous experience in the financial industry desirable Expert understanding of relevant products and data Understanding of client needs Focus on delivering results The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve Willingness to undertake additional projects and responsibilities from time to time 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 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 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