LSEG Technical Support is searching for highly motivated persons to participate on the growing team with footprints across the globe. The ideal candidate would be technical specialists with strong analytical skills, have a strong desire to learn and possess a positive sense of customer service. Technical Support works in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified and successful candidate will be part of the Desktops/Specialist Operations team and would be expected to adapt quickly and work in a shared environment to deliver a positive customer experience. Role Purpose: 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. Major Responsibilities: 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 in office 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 Refinitivs products at customer site. May be required to deliver technology or product training to customers. Qualifications: 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.



External Qualifications Experience in client-facing environment preferably in a fintech or enterprise technology Ability to support external clients via phone, email, and chat channels Skills and Behaviors Product u0026 service knowledge - Leverages technical knowledge of products and services to meet customer needs, understand market segments and deliver excellent outcomes. Client engagement - Builds and leverages knowledge of client and / or stakeholder needs and objectives to provide maximum value. Customer service support - Fulfills customer requests, resolves customers technical problems, and responds to customers questions through on-site and telephone contact. Solutions Delivery - Partners with clients and resolves issues by diagnosing problems, determining possible resolutions and implementing effective solutions Level 2 Critical thinking- Analyses and evaluates facts and information in order to form a judgement. Communication - Communicates with clarity and precision, presenting complex / technical information in a concise format that is audience appropriate. Telephone proficiency - Uses effective communication, interpersonal skills and the ability to incorporate appropriate phone etiquette. Active listening- Listens to others, confirming understanding of the content and recognizing non-verbal cues and underlying messages. Multi-tasking and prioritization- Adapts to rapidly changing events and environments while accurately judging priorities and keeping track of details. Collaboration - Works effectively with others and adapts ways of working to achieve a common goal. Research Investigates information systematically, asks inquisitive questions, and studies materials and sources to reach new conclusions and / or create new ideas, methods, products or solutions. Career Stage: Senior Associate London Stock Exchange Group .

📌 Associate Specialist - Customer Support - Desktop Technical (India)
🏢 IND201 Refinitiv India Shared Services Private
📍 India