Responsibilities:
Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
Logging and classifying all calls and requests for assistance in the customer relationship management system.
Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
Track 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.
Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering, or resolver groups as appropriate.




Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
Recognize and escalate recurring problems, inferior processes, or outdated procedures.
Accept additional projects or areas of responsibility that will improve the team’s performance.
Proactively contribute to the Frontline Support team and the achievement of its goals.
Qualifications:
University degree or a related discipline in information technology 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 desktop offerings whether deployed or managed (SaaS) is an advantage
Comfortability around remote troubleshooting on a desktop setting
Expert understanding of relevant Refinitiv products and data.
Understanding of client needs. Focus o

📌 Senior Analyst (Bengaluru)
🏢 LSEG
📍 Bengaluru