Senior Analyst - Customer Support

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. Workflows Indo-Malay Language Senior Analyst delivers all aspects of application support for LSEG products such as Workspace, DataScope, FX Trading, World Check and other suite of products, covering usability and customization, content search, explanation, covering restoration of workspace, solving connection errors, providing technical assistance and answers to customers inquiries. This role provides high-quality customer support by phone, chat, and email for product- and service-related enquiries. It focuses on resolving enquiries, maintaining a consistently client-centric approach, and taking all necessary actions to achieve resolution. Responsibilities: Respond to customers’ enquiries relating to markets, product functionality and fault calls resolving as many queries as possible on the first interaction by Phone, Chat, or email in Indonesian, Malay and English. Log and classify all calls and requests for assistance in the customer relationship management system. Filter and call out enquiries related to other aspects of the business and handover to the appropriate department. Handle the resolution process for customers relating to data and applications for a particular product/s, markets and content. Oversee enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction. Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur. Call out problems affecting several customers or influencing the timely resolution of one customer’s enquiry. This would include customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate. Recognize and raise recurring problems, inferior processes, or outdated procedures. Take on additional projects and responsibilities that enhance team performance. Qualifications: Business level, both written and spoken fluency in English, Indonesian and Malay languages. Independently identifies, investigates, and resolves user issues with LSEG data and applications, engaging the appropriate teams when needed. Customer service or contact centre experience is preferred; financial or IT industry experience is an advantage. Knowledge of desktop offerings whether deployed or handled (SaaS) is an advantage. Detail orientated with sound information probing skills. Strong analytical and problem-solving skills, with the ability to develop effective solutions. University qualified in a field relating to the financial markets, the finance sector or business. Ability to communicate effectively, both verbally and in writing, with customers and colleagues in English and any other required languages. Ability to develop product expertise and a strong understanding of the relevant financial markets. Willingness to take on additional projects and responsibilities as needed. The role may require flexibility in working hours to cater to Indonesia and Malaysia business hours or markets in the nearby region. We adopt the hybrid work model, with 3 days working in the office and 2 days working remotely. Career Stage: 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.