Senior Analyst – Customer Support
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Job Description
Technical Support Analyst addressing complex issues related to LSEG products. Responsible for technical resolutions and customer satisfaction in a fast-paced support environment.
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 aligned with LSEG Statement of Service update commitments
- 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
- Able to work shifts (desk will provide 24hr coverage)
- May be required to work weekend on rotation basis
Requirements:
- 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
- English fluency required
- 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.
- Logical problem solver who is self-motivated and a strong contributor within a team.
Benefits:
- Healthcare
- Retirement planning
- Paid volunteering days
- Wellbeing initiatives
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