senior specialist, tick history SupportLondon Stock Exchange Group

The Tick History Specialist focuses on providing specialized product support to our customers. Providing customer support to external clients as well as direct engagement with privileged users from strategic accounts, acting as a point of reference for internal stakeholders, and actively looking to engage with any customers where possible. Key requirements of the role are to deliver exceptional levels of service through skills and knowledge associated with our product offerings and content across platforms. The ability to communicate clearly, articulately and with confidence to share this knowledge with clients and our colleagues is critical to this role. The role leverages innovative technologies to ensure global consistency of support tasks.
Senior Specialist 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.
Responsibilities
The key responsibilities of the role include:
Interact with clients over calls to understand their requirements and resolve their complex product GUI/API & data issues.
To get involved in product demos whenever required for pre & post sales clients.
Work with Product Management to emphasize on client concerns (Log on JIRAs) and improve overall client experience.
Handling displacement projects (On Boarding clients) by collaborating with Sales and Account Teams.
Continuously enhance personal and business competencies to deliver higher levels of customer satisfaction.
Manages and takes ownership of the resolution process for all customer content and product related issues.
Identifies process inconsistencies and drives service improvements.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Has a 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.
Reviews, and updates as appropriate training material, process documents, database implementations, operations procedures, standards, and technical policies.
Initiate ideas that will improve internal and client's operational performance.
Knowledge Transfer to internal stake holders.
Works independently to solve complex client queries and resolve where precedent may exist if required.
Provides support for problem resolution including troubleshooting, research, and answering client inquiries on content and delivery platform. Work with internal and external parties, including vendors, content, developers and product managers to resolution
Has a strong understanding of the business area and products been supported and how they relate to a client's informational needs.
Uses voice of the customer to improve products and services or processes.
Is an active contributor to product release rollouts and upgrades programs.
Contributes to projects within a broader project or has accountability for ongoing activities
flexible working in any shift and can work in Manila
Key Attributes & Skills:
5+ year professional experience in the Financial Markets or in a customer services role. Fluent in Spoken and Written English.
2+ year in managing customer service.
Must have willingness to interact with clients, product management & content management directly.
Good problem management, troubleshooting and analytical skills
Understanding of client needs and focusing on delivering results.
Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment
Knowledge on Tick data (added advantage)
Working knowledge on APIs and SQL. (would be an added advantage)
Key KPIs
Market-Driven Metrics
Customer Satisfaction measures e.g., Experience Pulse
Documentation and Process Adherence (DPA) Audit
Quality Parameters
Value to Business
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