Senior Analyst – Customer Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver expert technical assistance for a range of LSEG products.

• Document all customer inquiries, interactions, and investigation progress using the provided CRM tools (Salesforce).

• Keep clients informed throughout the lifecycle of their cases in accordance with LSEG Statement of Service update commitments.

• Adhere to all policies and procedures for managing and escalating customer issues to minimize resolution times.

• Collaborate with third-party service providers.

• Conduct break-fix activities affecting customer sites remotely and coordinate on-site dispatches when necessary, using globally consistent methodologies and tools.

• Offer expert technical support for issue resolution, including reproducing customer problems.

• Provide high-quality technical guidance to internal partners and third-party engineers.

• Stay informed about relevant technical and product trends through self-study, training sessions, and job shadowing.

• Develop and maintain knowledge documentation.

• Availability to work shifts (the desk will provide 24-hour coverage).

• May be required to participate in weekend shifts on a rotational basis.

⛳️ Requirements

• Minimum of 2 years experience in technical support.

• Fundamental understanding of operating systems, networks, IT security, and Microsoft Office products.

• Proficiency in any programming language is advantageous.

• Fluency in English is required.

• Capable of effective communication both verbally and in writing with customers and colleagues across all levels of technical and non-technical skill sets.

• Experience in a customer service environment, demonstrating exceptional Customer Service skills.

• Ability to collaborate with visual teams to successfully deliver projects or address customer concerns.

• Basic understanding of financial markets.

• A logical problem solver who is self-driven and a strong team player.

🏝️ Benefits

• Healthcare.

• Retirement planning.

• Paid volunteering days.

• Wellbeing initiatives.