Client Support Analyst – Quant
LSEG (London Stock Exchange Group)
full-time
Posted on:
Location Type: Hybrid
Location: Bangalore • India
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About the role
- Respond to customers’ enquiries relating 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 escalate enquiries relating to other aspects of the LSEG business and handover to the appropriate department.
- Manage 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 escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry.
- Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
- Recognize and escalate recurring problems, inferior processes, or outdated procedures.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.
Requirements
- University degree or equivalent experience in Information Technology, Mathematics / Financial Engineering or equivalent technical qualifications.
- Experience in a customer service or contact center environment preferred.
- Previous experience in the financial or IT industry is desirable.
- Knowledge of SQL and relational database management systems (RDBMS) on an application/infrastructure level architecture.
- Incident/Service Management experience is preferred but not required.
- Knowledge of API’s and programming languages such as Python, R, etc. is an advantage.
- Knowledge of desktop and enterprise infrastructure/offerings whether deployed or managed (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.
- Comfortability around remote troubleshooting on a desktop/server level environment.
- Expert understanding of relevant Refinitiv products and data.
- Understanding of client needs.
- Focus on delivering results.
Benefits
- Health insurance
- Retirement planning
- Paid volunteering days
- Wellbeing initiatives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLrelational database management systemsAPIPythonRLinuxDOSremote troubleshootingincident managementservice management
Soft skills
customer servicecommunicationproblem-solvingteamworkcustomer satisfactionproactive approachadaptabilityattention to detailtime managementfocus on results