customer support Executive - eikon aimMeredith Corporation

Position Overview:
The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their Thomson Reuters' 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.
• Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel).
• Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.
• Manage the resolution process for customers relating to data and applications for a particular product/s.
• 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.
• Recognize and escalate recurring problems, inferior processes or outdated procedures.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 Helpdesk team and the achievement of its goals.
Qualifications:
• Expert understanding of relevant Thomson Reuters' products and data. Understanding of client needs. Focus on delivering results.
• Detail orientated with sound information probing skills.
• Well developed analytical skills with the ability to problem solve and develop solutions.
• University qualified in a discipline relating to the financial markets, the finance sector or business.
• Experience in a customer service or contact centre environment preferred. Previous experience in the financial industry desirable.
• Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues.
• The ability to learn and become experts in Thomson Reuters' products and develop a sound understanding of the financial markets they serve.
• Willingness to undertake additional projects and responsibilities from time to time.
• Flexibility with work times - including rotational shift work.
We care about benefits too.
We support our colleagues' wellbeing with inclusive benefits. So that's support for physical, financial, mental and environmental health, paid time off to volunteer, consumer discounts & savings and so much more. All of which are tailored to your needs and may vary by location. For more details talk to your recruiter.
Our fast paced and supportive environment is only possible due to determined, autonomous problem solvers who love our high performance culture. And as a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. So we seek hardworking, qualified employees in all our operations around the world−regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Refinitiv makes reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us to request an accommodation. A full list of our office locations and contact information can be found at: Refinitiv Office Locations.
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