Specialist – Customer Support, Workflows Data & Applications

Job description

Customer Support provides a globally consistent 24/7 entry point for all customers and employees seeking product, content, or technical support prioritizing accessibility and connectivity to LSEGs breadth of expertise, to deliver a world class service experience. The Specialist role empowers our customers with trusted insights, resolve specialized issues at scale, improve the value and drive usage of our products, by demonstrating our in-depth market, product & technical expertise. As a Specialist, you are responsible to provide support on functionality, content search & explanation of our Desktop suite of products, primarily LSEG Workspace and other offerings for the Workflows customer community including Banking, Investment Management, Wealth and Trading. Investment banking, a central operation in the wider finance eco-system, helps individuals or organizations raise capital and provide financial consultancy services to them. Workflows Customer Support delivers all aspects of application support for Workspace and various solutions for Investment Banking covering usability and customization, content search, explanation, and integrity. Responsibilities: Provide a high quality, consistent, end-to-end customer experience in the use and interpretation of our products and data Ensure a high level of customer satisfaction, focusing on quality and expertise Work directly with clients to provide additional information, updates, and resolution to issues Assist in pre-sales and retention initiatives via A2E (Access to Expert) program Lead and drive initiatives to enable Knowledge Management and self-help capabilities i.e. AI tools usage, accurate/quality resolution writing Support and cultivate knowledge development for Workflows products and market segments Equip self and ensure to participate in Operational Readiness activities for Business Proposition roadmap and Go To Markets (i.e. new product offerings, enhancements and changes) Conduct analysis and contribute insights based on findings, taking the lead to enable Operational Excellence (i.e. process, knowledge, volume reduction, time to resolve reduction, CSAT etc.) Collaborate closely with and maintain a consistent dialogue with Account and Sales teams to ensure a coordinated approach to beneficial support services Consolidate customer feedback on data and products and deliver it to Business and Product Owners to inform product development and ensure solutions are aligned with client needs Required Skills & Experience: Displays understanding of financial markets and cross-asset views which support multiple asset types held in client portfolios: Equities, Commodities, FIFX, Economics, Fundamentals, Estimates, ESG, Private Equities among others. Strong interpersonal skills (verbal and written), as well as critical reasoning skills to identify problems and provide solutions quickly Excellent multi-tasking and interpersonal skills to lead outstanding issues until resolution. Strong follow-up skills, and a track record for influencing people outside of span of control Analytical, organized, detail oriented, and focused. Shown quick learners, self-motivated, and tried logical reasoning skills Proficiency in LSEG Excel add-in (crafting/editing formulas, Adfin functions understanding will be an asset). Excellent VBA/API skills is an asset. Proficiency in Workspace Excel add-in (crafting/editing formulas, Adfin functions understanding will be an asset). Displays excellent product i.e. Workspace skills and the ability to address how-to/functionality queries Knowledge and familiarity Investment Banking product capabilities Ability to efficiently work within a team and to collaborate is required. Confident in delivering presentations and web conferencing (such as remote sessions via Bomgar and MS Teams) Ability to present recommendations and insights through data gathering and presentation using e.g. PowerBI and/or other tools. Flexibility in working hours and is flexible to any working schedule. Desired Skills & Experience: Bachelor's Degree - University qualified in a field relating to the financial markets, the finance sector or business Recognized external qualifications such as CFA or equivalent experience (at least level I), ICMA, CAIA, FINRA or FSA will be a strong asset At least 3 years work experience in customer service or finance industry. Experience in supporting Real-time content / Workflows Banking is preferred Strong understanding of Operational Center industry practices, measurement, drivers and performance improvement strategies, global financial services industry as well as financial applications, data and analytics Proficient in English, able to use English as working language with internal teams and customers Career Stage: Senior Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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. 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 mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice 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, your rights and how to contact us as a data subject . 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.