customer support Executive, tick historyLondon Stock Exchange Group

Summary
Division, Business or Function
Operations, Data & Analytics
Career Stage / Global Grade
Associate, Global Grade 9
Role Title
Client Support Analyst, Tick History
Role Purpose
Client Support Analysts are a key and valuable link between our product & services offerings and our customers. Combining a good knowledge of capital markets and Content, with understanding of our products. CSAs will be responsible for providing Product and Content support to pre & post sales Tick History Clients.
Client Support Analyst will respond to incoming Client questions regarding Refinitiv Tick History Offerings. The incumbent of this role will maintain all aspects of the customer queries, assisting clients in various data and product functionality via Phone / emails. Client Support Analysts will be managing all pre-& post-Sales queries received from our existing/prospect customers.
Reports to
Team Manager, Tick History Support
Location / Flexible working
Manila/ Flexible to any shifts
Responsibilities
Key Responsibilities
Essential Day-to-Day Responsibilities:
Primary role is to interact with clients over calls to understand their requirements and resolve their complex product GUI/API & data issues.
Access to Experts (Pre-sales): Coverage check, coordinating with Sales and Account Teams.
Basic skills to Interpret and analyse client requirement and provide right resolutions and workarounds in specific situations.
Help Customers realize full potential of the application and provide references & solutions to maximize application utilization.
Deliver solutions to customer application questions with regards to navigation, functionality, content, data quality & entitlements using Refinitiv Tick History Product.
Collaborate with various Refinitiv departments (Technical Support, Content, entitlements) to resolve client questions/problems.
Ability to speak to our clients intelligently and use their critical reasoning skills to identify the problem and solution quickly.
Maintain log of problems by creating a ticket in the Refinitiv CRM application. Follow inquiry through to resolution and close the ticket when completely resolved.
Engage with Senior's for any "enhancement requests".
Share voice of the customer to improve products and services or processes by engaging Senior's.
Gains basic knowledge of specialized concepts and acquires a good understanding of the business area and products being supported and how they relate to client's informational needs
Key Attributes & Skills
1+ years' experience in relevant industry.
Ability to manage high pressure client situations and build trust with the clients.
Ability to communicate well with internal and external stakeholders.
Basic understanding of Financial Markets.
Good interpersonal skills and client management skills.
Self-motivated, "Find a way to get it done" attitude
Good time management skills and attention to details
Good data analysis skills
Focused on service delivery
Good business writing skills
Good problem-solving skills
Graduation in Finance/Commerce
Key KPIs
Market-Driven Metrics
Customer Satisfaction measures e.g., Experience Pulse
Documentation and Process Adherence (DPA) Audit
Quality Parameters
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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 any mental health or physical disability needs.
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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time