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Senior Analyst - Customer Support
London Stock Exchange Group
posted 7hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Frontline Support provides a globally consistent 24/7 entry point for all customers and employees seeking product, content, or technical support prioritizing accessibility and connectivity to LSEGs breadth of expertise, to deliver a world class service experience
Desktop Trading Solutions delivers all aspects of application support for the Eikon desktop, covering usability and customization, content search, explanation, and integrity
Also provides dedicated support for Low Touch migration for Refinitiv Workspace to ensure a swift and smooth transition
Also provides dedicated support for Low Touch migration for Refinitiv Workspace to ensure a swift and smooth transition
The Senior Analyst is responsible for providing effective and courteous support to customers in relation to their product or service
This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer s enquiry
This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customer s enquiry
Responsibilities:
Respond to customers enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction
Log and classify all calls and requests for assistance in the customer relationship management system (Siebel)
Filter and call out enquiries related to other aspects of the business and handover to the appropriate department
Manage the resolution process for customers relating to data and applications for a particular product/s
Supervise 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
Call out problems affecting a number of customers or influencing the timely resolution of one customer s enquiry
This would include customer concerns to the team leader and other support, sales, engineering or resolver groups as appropriate
This would include customer concerns to the team leader and other support, sales, engineering or resolver groups as appropriate
Recognize and call out 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 Helpdesk team and the achievement of its goals
Required Skills & Experience:
Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues
Detail orientated with sound information probing skills
Well-developed analytical skills with that can problem solve and develop solutions
Flexibility with work times
EMEA Shift (12-9pm or 1-10pm)
EMEA Shift (12-9pm or 1-10pm)
Education - Bachelors Degree
Desirable/Good to have:
University qualified in a field relating to the financial markets, the finance sector or business
Experience in a customer service or contact center environment preferred
Previous experience in the financial industry desirable
Previous experience in the financial industry desirable
Expert understanding of relevant products and data
Understanding of client needs
Focus on delivering results
Understanding of client needs
Focus on delivering results
Employment Type: Full Time, Permanent
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What people at London Stock Exchange Group are saying
Customer Support Analyst salary at London Stock Exchange Group
reported by
4
employees
with 3-5
years exp.
₹5.4
L/yr - ₹8
L/yr
15%
more
than the average Customer Support Analyst Salary in India
View more details
What London Stock Exchange Group employees are saying about work life
based on 842 employees
Flexible timing
Monday to Friday
No travel
Day Shift
London Stock Exchange Group Benefits
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