Senior Analyst, Customer Support - Enterprise

As a Senior Analyst, Customer Support at Refinitiv, your primary responsibility is to provide effective and timely support to customers regarding Refinitiv products or services. Your role involves resolving customer enquiries with a positive and customer-focused attitude, ensuring all necessary actions are taken for query resolution. You are expected to display curiosity, persistence, and a continuous quest for professional growth and excellence. Key Responsibilities: - Respond to customers' enquiries related to information, product functionality, and fault calls, aiming to resolve queries on the first interaction. - Log and classify all calls and requests for assistance in the customer relationship management system. - Filter and escalate enquiries related to other aspects of the Refinitiv business to the appropriate department. - Manage the resolution process for customer issues regarding data, applications, and technical aspects of Refinitiv products and services. - Proactively track enquiry resolution progress and provide status updates or resolutions to customers if queries cannot be resolved initially. - Follow appropriate procedures to respond to issues and update customers during major outages. - Identify and escalate recurring problems or issues affecting customer satisfaction. - Ensure consistent handling of customer contacts in alignment with Refinitiv brand and values. - Recognize and report recurring problems, inefficient processes, or outdated procedures. - Accept additional projects or responsibilities aimed at improving team performance. - Proactively contribute to the Frontline Support team and its goals. Qualifications: - University degree or related discipline in information technology, financial markets, 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 programming languages is an advantage. - Understanding of enterprise infrastructure/offerings and Linux/DOS based applications is beneficial. - Strong problem-solving, troubleshooting, and analytical skills. - Highly motivated with a strong customer service orientation. - Excellent communication skills in English, both verbal and written. - Willingness to undertake additional projects and responsibilities as needed. - Flexibility with work hours, including rotational shifts, weekends, and holidays. Please note: Refinitiv is a leading global financial markets infrastructure and data provider, part of London Stock Exchange Group (LSEG). LSEG values individuality, encourages new ideas, and is committed to sustainability across its global business. As an equal opportunities employer, LSEG does not discriminate based on race, religion, gender, age, or other protected characteristics. LSEG offers a range of benefits and support, including healthcare, retirement planning, and wellbeing initiatives. As a Senior Analyst, Customer Support at Refinitiv, your primary responsibility is to provide effective and timely support to customers regarding Refinitiv products or services. Your role involves resolving customer enquiries with a positive and customer-focused attitude, ensuring all necessary actions are taken for query resolution. You are expected to display curiosity, persistence, and a continuous quest for professional growth and excellence. Key Responsibilities: - Respond to customers' enquiries related to information, product functionality, and fault calls, aiming to resolve queries on the first interaction. - Log and classify all calls and requests for assistance in the customer relationship management system. - Filter and escalate enquiries related to other aspects of the Refinitiv business to the appropriate department. - Manage the resolution process for customer issues regarding data, applications, and technical aspects of Refinitiv products and services. - Proactively track enquiry resolution progress and provide status updates or resolutions to customers if queries cannot be resolved initially. - Follow appropriate procedures to respond to issues and update customers during major outages. - Identify and escalate recurring problems or issues affecting customer satisfaction. - Ensure consistent handling of customer contacts in alignment with Refinitiv brand and values. - Recognize and report recurring problems, inefficient processes, or outdated procedures. - Accept additional projects or responsibilities aimed at improving team performance. - Proactively contribute to the Frontline Support team and its goals. Qualifications: - University degree or related discipline in information technology, financial markets, 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 programming languages is an advantage. - Understanding of enterprise infrastructur