Senior Specialist - Customer Support
Job Description The Senior 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 Senior Specialist, you are encouraged to provide support on functionality, content search & explanation of our Desktop suite of products, mainly Workspace.
Customer Support provides product, technical and application support for LSEG customers globally. With customer service recognized as a key differentiator between vendors across all industries, the team strives to deliver a high-performance, cost-effective service whilst providing customers with a memorable, positive experience. Investment and Wealth Management Workflows Support delivers all aspects of application support for Workspace and Eikon desktop and various solutions for Investment Management and Wealth, covering usability and customization, content search, explanation, and integrity.
Role Responsibilities: * Work directly with clients to provide additional information, updates, and resolution to issues. * Build and maintain collaboration groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner * Handle end to end customer experience by handling expert level request and questions of clients. * Advocate for clients’ needs by acting as a liaison between the client and Support, Sales, and Product Management * Assist in pre-sales and retention initiatives via A2E (Access to Expert) program * Proactively maintain a high level of knowledge about the specialist product area(s) and market(s) through self-study, research, analysis and certifications. * Support and cultivate knowledge development for Investment and Wealth Management products and market segments * Equip self and ensure to participate in Operational Readiness activities for 2024 Business Proposition roadmap and Go To Markets (i.e. new product offerings, enhancements and changes) * Lead and drive initiatives to enable Knowledge Management i.e. QAS usage, Wright Right, accurate/quality resolution writing * 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, NPS etc.) * Facilitate and/or define a training plan /upskilling/mentoring to junior staff (GG7-10) through learning initiatives/programs/onboarding
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 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.
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.
Required Skills & Experience:
- Displaying good understanding of financial markets and in any of following Asset Classes: Commodities, Equities, FX, MM, FI, Estimates, Fundamentals, Economics 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 your 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).
- Displays excellent product i.e. Workspace/Eikon skills and the ability to address how-to/functionality queries
- Knowledge and familiarity on Investment and Wealth Management product capabilities i.e Datastream, Portfolio, Combined Alpha Model, Combined Credit Risk among others
- An ability to efficiently work within a team and to collaborate is required. Confident in delivering presentations and web conferencing (such as BOMGAR and MS Teams)
- Ability to present recommendations and insights through data gathering and presentation using e.g. PowerBI and/or other tools.
- The role requires flexibility in working hours - flexible shift.
Desired Skills & Experience:
- University qualified in a field relating to the financial markets, the finance sector or business.
- Recognized external qualifications such as CFA (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 and embargoed content / Trading Workflows / Datastream / Portfolio 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
- Familiarity in using Python, API is a plus.
