Trading support specialistRefinitiv

Refinitiv Customer Operations is searching for a highly motivated person to fill a Trading Support position. The team consists of highly skilled, energetic individuals that possess strong analytical, technical, and customer service expertise. We work in the fast-paced environment of Trading where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified candidate will be expected to adapt quickly and should have a strong desire to learn.
Role Purpose:
Act as a specialized technical resource for complex issues affecting Refinitiv products.
Remotely resolve customer issues, utilizing 3rd party partners when needed.
Identify service-impacting trends and help implement preventative measures.
Leverage innovative technologies to ensure a consistent support experience.
Major Responsibilities / Accountabilities:
Provide expert trading support for assigned Refinitiv products.
Interface with product support, development teams, and 3rd party vendors to resolve issues.
Troubleshoot, reproduce, and resolve customer issues remotely, arranging for on-site dispatches when required.
Provide high-quality technical advice to internal stakeholders and 3rd party engineers.
Escalate major, elusive, and recurrent issues that are impacting clients.
Assist with the implementation and integration Refinitiv products at customer sites as needed.
Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
Maintain accurate client-site documentation.
Deliver technology or product training to customers as needed.
Record all customer interactions using CRM tools provided (Salesforce).
Follow all operational policies and procedures to manage client issues
Technical/Professional Skills & Competencies:
Experience in supporting Buy side trading systems in equities, futures and options
Experience working with FIX protocol
English fluency - both written and spoken - required.
Occasional holiday/ weekend work required
Comfortable working within a Linux terminal.
Skilled with incident management, analytical thinking, troubleshooting, and case management.
Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
Proficiency communicating technical concepts to non-technical customers and colleagues.
Experience in a customer service environment and having outstanding Customer Service skills.
Ambition to develop and maintain a deep understanding of assigned products and technologies.
Ability to work with virtual teams to successfully deliver projects or resolve escalations.
Independent worker with excellent time management and escalation skills.
Good understanding of finance and trading concepts
People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder - which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.
We also make 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 make your recruiter aware, we want to ensure you perform at your best.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time