Job Description
The Refinitiv Workspace Upgrade Program encompasses all aspects of the upgrade of legacy desktops to the new flagship desktop. It is a multi-year program impacting a large swathe of Refinitiv customers. This role plays a key role within the Refinitiv Workspace Upgrade Program.
The Customer Support Executive- Upgrade Migration will work in a virtual upgrade taskforce alongside Digital Project Managers and the Digital Upgrades Global Program Lead. The team's goal is the delivery of a new and innovative self-service Digital Upgrade journey for a large portion of the client base. The focus of the Upgrade Specialist is to ensure the successful upgrade of Low Touch customers by managing and driving both inbound and outbound client engagements. The key objective of the role is to maintain efficient communication with all internal and external participants during the upgrade process, address related questions as well as perform outbound calls for clients during the migration.
Responsibilities:
Ensure incoming client queries are addressed so that clients can progress with their upgrades. Proactive client outreach, driving upgrade progress with unresponsive clients.
Receive inbound client calls regarding Refinitiv Workspace upgrades.
Address Data and Functionality related queries as well as Technical-related concerns.
Guide end-users through upgrade processes, such as highlighting apps and other functionalities migrated from Eikon and Legacy products into Refinitiv Workspace.
Conduct proactive calls to users to initiate and drive activity for customers unresponsive to digital engagements.
Work in close collaboration with Digital Project Managers to keep upgrades on track.
Partner with internal stakeholders (Digital Project Managers, Frontline Helpdesk, TSG and Workflow Specialists) to address queries in a timely manner.
Perform additional tasks to help the Market Operations - Trading and Banking Team to meet our KPIs.
Qualifications:
Exemplary customer focus
Strong written and verbal communication skills
Excellent negotiation and objection-handling skills
Able to multi-task, prioritize and succeed in a mission critical environment
At ease working with virtual teams to successfully deliver projects
Strong logical thinking/problem solving skills
Self-starting and strong contributor within a team
Proficient in English and second language would be desirable
Good project management and time management skills
Good knowledge of Eikon, Refinitiv Workspace and legacy products (T1 IB and Wealth)
Full understanding of migration tools.
Working knowledge of Siebel, Salesforce (TRUST) and BI Apps.
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.
Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
The Refinitiv Workspace Upgrade Program encompasses all aspects of the upgrade of legacy desktops to the new flagship desktop. It is a multi-year program impacting a large swathe of Refinitiv customers. This role plays a key role within the Refinitiv Workspace Upgrade Program.
The Customer Support Executive- Upgrade Migration will work in a virtual upgrade taskforce alongside Digital Project Managers and the Digital Upgrades Global Program Lead. The team's goal is the delivery of a new and innovative self-service Digital Upgrade journey for a large portion of the client base. The focus of the Upgrade Specialist is to ensure the successful upgrade of Low Touch customers by managing and driving both inbound and outbound client engagements. The key objective of the role is to maintain efficient communication with all internal and external participants during the upgrade process, address related questions as well as perform outbound calls for clients during the migration.
Responsibilities:
Ensure incoming client queries are addressed so that clients can progress with their upgrades. Proactive client outreach, driving upgrade progress with unresponsive clients.
Receive inbound client calls regarding Refinitiv Workspace upgrades.
Address Data and Functionality related queries as well as Technical-related concerns.
Guide end-users through upgrade processes, such as highlighting apps and other functionalities migrated from Eikon and Legacy products into Refinitiv Workspace.
Conduct proactive calls to users to initiate and drive activity for customers unresponsive to digital engagements.
Work in close collaboration with Digital Project Managers to keep upgrades on track.
Partner with internal stakeholders (Digital Project Managers, Frontline Helpdesk, TSG and Workflow Specialists) to address queries in a timely manner.
Perform additional tasks to help the Market Operations - Trading and Banking Team to meet our KPIs.
Qualifications:
Exemplary customer focus
Strong written and verbal communication skills
Excellent negotiation and objection-handling skills
Able to multi-task, prioritize and succeed in a mission critical environment
At ease working with virtual teams to successfully deliver projects
Strong logical thinking/problem solving skills
Self-starting and strong contributor within a team
Proficient in English and second language would be desirable
Good project management and time management skills
Good knowledge of Eikon, Refinitiv Workspace and legacy products (T1 IB and Wealth)
Full understanding of migration tools.
Working knowledge of Siebel, Salesforce (TRUST) and BI Apps.
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.
Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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