Advanced Support Analyst

Advanced Support Analyst

2-5 years
Not Specified

Job Description

Major Responsibilities / Accountabilities:
  • Effective servicing of Datascope escalated cases & adherence to case query handling procedures.
  • Ensure all customers inquiries and feedback are recorded in a correct and detailed manner in Customer Relationship Management System (Service Cloud).
  • Identify and referring problems affecting customers and influencing the timely resolution of customers enquiry including referrals/liaising with the Team Manager and Account Team as appropriate.
  • Work directly with customers to provide additional information, updates, and resolution to issues referred from the frontline teams.
  • Work directly with key Datascope customers via Direct access support
  • Maintain trusted relationships with customers and meeting all access targets across telephony and email.
  • Build and maintain relationships with Market Support Specialist / other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
  • Accept additional ad-hoc projects or areas of responsibility that will improve the individual or team performance.
  • Predominately refer issues to Market Support Specialists.
  • Manage the resolution process for data & application issues. Engage appropriate internal functions such as Market Support Specialists, Account Teams, Customer Admin and Content to provide customers with high quality resolutions quickly and accurately.
  • Take ownership of any cases where frontline is unclear in path to resolution.

  • Preferably 2+ years in the financial industry with financial or market data, Trading (stocks, bonds, futures, options, FX) Asset Mgmt, Investment Banking or Financial modeling experience.
  • Must demonstrate depth of knowledge of F&R product and service offering, end-user workflow, typical industry content and products, and market/industry knowledge.
  • Strong effective communication skills, including succinct writing skills are required, as well as critical reasoning skills in identifying problems and solutions quickly.
  • Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
  • Strong follow-up skills and a track record for influencing people outside of your span of control will enable you to excel at this.
  • This position is open to Band F and above
  • Should not be under PIP or was not issued any disciplinary action for the past 6 months.
  • With at least Achieved rating from the recent performance review

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.
Please take a moment to read this carefully, as it describes what personal information the 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.

Job Details

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About Refinitiv

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG's ticker symbol is LSEG. HOW TO APPLY If you want to apply for this job, please click the Apply button to the left. You will then be redirected to the sign-in page where you can enter your credentials or set up an account with us.

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