Senior Analyst - Customer Support

Benefits

Additional Information

- Respond to customers' enquiries related 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 (Siebel). - Filter and raise enquiries relating 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. - 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 raise problems affecting a number of customers or influencing the timely resolution of one customer's enquiry. This would include issues to the team leader and other support, sales, engineering or resolver groups as appropriate. - Recognize and raise recurring problems, inferior processes or outdated procedures.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 CS team and the achievement of its goals. Career Stage: Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.