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• Recognize and escalate recurring problems, inferior processes, or outdated procedures.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 workplace 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 environment
• Expert understanding of relevant Refinitiv products and data.
• Und

📌 Senior Analyst (Bengaluru)
🏢 LSEG
📍 Bengaluru