Job Description

Proud to share LSEG in the India is Great Place to Work certified (Jun '25 - Jun '26).
Learn more about life and purpose of our company directly from India colleagues' video:
Associate Specialist, News
Role Purpose
Associate Specialist, News is a key and valuable link between our product & services offerings and our customers. Combining a thorough knowledge of financial markets and Content, with expertise of our products. A specialist will be responsible for providing Product and Content support to pre & post sales News Clients on Desktop (Eikon) and Feed product (Machine Readable/RDP). They play a key role in knowledge sharing and mentoring our existing CSAs.
Specialist will respond to incoming Client questions regarding News Offerings for some key/critical accounts. The incumbent of this role will maintain all aspects of the customer relationship, assisting key accounts in various data and product functionality via Phone / emails. The specialist will be managing all pre & post-Sales queries received from our existing/prospect customers.
Reports to
Manager, Tick History Support & News
Location / Flexible working
Bangalore/ Flexible to working in shifts
Responsibilities
Key Responsibilities
Essential Day-to Day Responsibilities

• Responds to more complex and/or specialized issues, resolving as many inquiries as possible on the first call.
• Works mainly independently to solve client queries and largely follows precedents, having basic knowledge of specialized concept.
• Solves complex issues that may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.
• Assists new team members in learning the processes and procedures required to deliver excellent customer service.
• May act as a subject matter expert and provide work direction to resolve an escalated customer inquiry.

• Ensures the accurate delivery of information and resolution.
• Participate in BPI/Tasks based Project/Program with positive outcome.
• Engagement and Participation in Certification program.
• Collaboration with SAM Group for two-way feedback for client retention.
• Engage with Product Manager for any "enhancement requests".
• Provides support for problem resolution including troubleshooting, research, and answering client inquiries on content and delivery platform
• Gains basic knowledge of specialized concepts and acquires a strong understanding of the business area and products being supported and how they relate to client's informational needs
• Uses voice of the customer to improve products and services or processes.

Key Attributes & Skills

• 2+ Experience in a customer service preferred. Previous experience in the financial/News industry desirable.
• The ability to learn and become specialists in products and develop a sound understanding of the financial markets/News they serve.
• Willingness to undertake additional projects and responsibilities from time to time.
• Fluent in English, able to use English as working language with internal teams and customers

• Expert understanding of relevant products and data. Understanding of client needs. Focus on delivering results.
• Ability to manage high pressure client situations and build trust with the clients.
• Ability to prioritize multiple simultaneous issues
• Ability to communicate well with internal and external stakeholders.
• Excellent interpersonal skills and client management skills
• Self-motivated, "Find a way to get it done" attitude
• Outstanding time management skills and attention to details
• Detail oriented with sound information probing skills.
• Well-developed analytical skills with that can problem solve and develop solutions.
• Focused on service delivery
• Excellent business writing skills
• Graduation in Finance/Commerce/Journalism

Key KPIs

• MTTR
• Customer Satisfaction measures e.g., Experience Pulse
• Documentation and Process Adherence (DPA) Audit
• Quality Parameters
• Value to Business

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.
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