Client Support Analyst

Essential Day-to-Day Responsibilities:

• Primary role is to work with Equity/Commodity managers, Portfolio Managers, Research Analysts from various firms and Global Banks to assist with navigation, customizing Refinitiv products and also assisting with data search and identifying any data errors, assisting in building portfolios and portfolio analysis/maintenance. This could entail escalating/referring the problem to a "Content" support group or the technical support desk.
• Expertise to Interpret and analyze the equity market requirements and provide right resolutions and workarounds in specific situations.
• Help Customers realize full potential of the application and provide recommendations & solution to maximize application utilization.
• Recommend Technical and Fundamental analysis through our highly intuitive charting tools using Refinitiv Products.
• Recommend solutions to customer application questions with regards to navigation, functionality, content, data quality & entitlements using Refinitiv Products.
• Interact with various Refinitiv departments(Technical Support, Content, entitlements, feed support, sales, training) to resolve client questions/problems
• Closely work with Account Managers, Relationship Managers, Technical Account Managers, Strategic Account Managers and Dedicated Account Managers.
• Communicate regularly with Product Managers and sales team regarding Client feedback and internal product enhancements and updates. Participating in the weekly/Bi-weekly Support calls discussing on the client’s issues for faster resolution and better client experience.
• Ability to speak to our Clients intelligently and use their critical reasoning skills to identify the problem and solution quickly.
• Maintain log of problems by creating a ticket in the Refinitiv CRM application. Follow inquiry through to resolution and close the ticket when completely resolved.
• Respond to and record customer requests for improvements to our software applications by entering "enhancement requests" through the CRM application and following through by interacting with the Product Management team with regards to these requests
• Potential to provide professional & courteous training of clients over the telephone via Web-Ex or by walking individual customers through the software.

Preferred Skills:

• 2+ years experience in relevant industry.
• 2+ years managing client issues
• Ability to manage high pressure client situations and build trust with the clients.
• Ability to prioritize multiple simultaneous issues
• Ability to communicate well with internal and external technical audiences
• General knowledge on Markets (Equities, Portfolio Management)
• Excellent interpersonal skills and client management skills
• Strong client (internal and external) communication and presentation skills
• Self motivated, "Find a way to get it done" attitude
• Outstanding time management skills and attention to details
• Good data analysis skills
• Focused on service delivery
• Good business writing skills
• Good problem solving skills
• Analytical, Logical & critical thinking.

Certifications / Education

Graduation in Finance/Commerce

MBA preferred.

Job Type:

Rotational Shift.

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

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