Senior Analyst – Workflows Technical

LSEG (London Stock Exchange Group)

Senior Analyst responding to customer inquiries and managing technical support processes for Refinitiv products. Collaborating with teams to ensure customer satisfaction and resolution of issues.

Posted 7/30/2026full-timeBangalore • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and technical support, with a strong focus on problem management, troubleshooting, and effective communication. Proficient in managing customer enquiries and ensuring satisfaction while adhering to company values and procedures.

Highest-signal resume keywords

Customer Service OrientationProblem ManagementTechnical TroubleshootingCommunication SkillsKnowledge of Refinitiv Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementRemote TroubleshootingData AnalysisSaaS KnowledgeInformation Probing

Soft Skills

Detail OrientedHighly MotivatedFlexibilityEngagement Skills

Certifications & Qualifications

University Degree in Information Technology

Industry Keywords

Financial IndustryIT IndustryDesktop OfferingsService-Driven EnvironmentFast-Paced Environment

About the role

Key responsibilities & impact

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 Refinitiv business and handover to the appropriate department.
Manage the resolution process for customers relating to data and applications, and technical for Refinitiv 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. This would include escalations 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 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

What you’ll need

University degree or a related discipline in information technology 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 desktop offerings whether deployed or managed (SaaS) is an advantage
Comfortability around remote troubleshooting on a desktop environment
Expert understanding of relevant Refinitiv products and data
Understanding of client needs
Focus on delivering results
Detail orientated with sound information probing skills
Good problem management, troubleshooting 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 holidays.

Benefits

Comp & perks

Healthcare
Retirement planning
Paid volunteering days
Wellbeing initiatives