Job Description

The Risk Technical Support Specialist is responsible for providing effective and timely technical support to customers in relation to their Risk Screening products and services. These issues can be perceived or actual problems for which the client is seeking assistance for. Issues are resolved by utilizing complex information systems, technical troubleshooting and/or partnering with the relevant escalation touchpoints. It also includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary actions are taken to resolve a customers enquiry. Each member should show curiosity partnered with great persistence and thrive for continuous quest for professional growth and excellence notwithstanding the complexities ahead, displays excellent skills and shows high level of urgency discretion to ensure customer satisfaction.
Job responsibilities include:

• Identifying, diagnosing, resolving, repairing, and providing support ranging from simple to complex technical product issues and errors, connectivity and networking fix relating to Risk Screening products and services; problem resolution including replication of customer issues until appropriate resolution is achieved.
• Providing advanced technical product expertise and support to Risk Screening products using documented procedures and available tools.
• Maintaining awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
• Handling the resolution process for customers relating to technical Risk products and services.
• Collaborating with product support groups and development groups to mitigate any recurring issues.
• Tracking enquiry resolution progress and proactively calling customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Logging and classifying all calls and request for assistance in the call tracking database (Service Cloud), directing queries to the correct support, filter and bring up inquiries as appropriate.
• Following appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
• Advancing major, elusive or recurrent issues that affect customer satisfaction.
• Applying active listening skills to diffuse a potentially tense customer interaction.
• Ensuring each customer contact is handled in a manner consistent with the LSEG brand and values to maintain customer satisfaction and retention.
• Accepting additional projects or areas of responsibility that will improve the teams performance.
• Proactively contributing to the Customer Support Team and the achievement of its goals.

Qualifications:

• Related subject area in information technology, financial markets, or equivalent technical qualifications.
• Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable.
• Knowledge of APIs and programming language such as Python and SQL is an advantage.
• Knowledge of desktop and enterprise infrastructure/offerings whether deployed or managed (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.
• Comfortability around remote troubleshooting on a desktop / server level environment.
• Advanced to expert understanding of relevant LSEG products and data.
• Able to identify and escalate problems affecting several customers and driving the timely resolution of one customers enquiry. This includes critical issues to the Team Manager and other support, sales, product, or resolver groups as appropriate.
• Focus on delivering results and in depth understanding of client needs.
• Proven strong customer service orientation, ability to adapt and respond to different types of customers.
• Good problem management, troubleshooting and analytical skills.
• Detail orientated with sound information probing skills.
• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
• Ability to collaborate and work well in a team.
• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
• Quick to take action while displaying sound judgment to resolve cases.
• Ability to prioritize and manage time effectively.
• Flexibility with work hours including rotational shift work, plus weekends and holidays.

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyones 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.
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