Associate Specialist – Customer Support, Desktop Technical

Role Overview

• Provide technical support for complex issues affecting Refinitiv products to customers, internal partners, and 3rd party engineers
• Remotely resolve issues or look for trends and implement preventative measures
• Demonstrate innovative technologies to ensure globally consistent support tasks
• Provide expert technical support for several LSEG products
• Work with Product teams and Development groups
• Record all customer queries, interactions, and investigation progress in the CRM tools provided (Salesforce)
• Keep clients updated throughout case life cycle
• Follow all policies and procedures for managing and raising customer issues to reduce resolution times
• Work with 3rd party service providers
• Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required using global consistent methodologies and tools
• Provide expert technical support for problem resolution, including reproduction of customer issues
• Provides high-quality technical advice to internal partners and 3rd party engineers
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
• Create and maintain knowledge documents
• Deliver product or technical trainings to frontline teams
• Call out major, elusive, and recurrent issues that are impacting clients
• Able to work shifts (desk will provide 24hr coverage)
• May be required to work weekend on rotation basis
• May be required to work as part of the project implementation team to integrate Refinitiv’s products at customer site
• May be required to deliver technology or product training to customers.

Requirements

• English fluency required
• Logical problem solver who is self-motivated and a strong contributor within a team
• Solid understanding of operating systems, networks, IT security and Office suite of products
• Knowledge of any programming language is a plus
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets
• Experience in a customer service environment and having outstanding Customer Service skills
• Ability can work with visual teams to successfully deliver projects or resolutions to customer concerns
• Basic level knowledge of financial markets
• Demonstrates can-do attitude in challenging situations.

Benefits

• Health insurance
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives