The qualified candidate will act as a specialized technical resource for complex issues affecting LSEG products, remotely resolve customer issues, identify service-impacting trends, and help implement preventative measures.

Major responsibilities include:

• Providing expert technical support for assigned Refinitiv products
• Interfacing with product support, development teams, and 3rd party vendors to resolve issues
• Troubleshooting, reproducing, and resolving customer issues remotely
• Providing high-quality technical advice to internal stakeholders and 3rd party engineers
• Escalating major, elusive, and recurrent issues that are impacting clients
• Assisting with the implementation and integration of Refinitiv products at customer sites as needed
• Maintaining awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
• Maintaining accurate client-site documentation
• Delivering technology or product training to customers as needed
• Recording all customer interactions using CRM tools provided (Salesforce)
• Following all operational policies and procedures to manage client issues

The ideal candidate will have:

• English fluency – both written and spoken – required
• Japanese fluency – both written and spoken – required
• Comfortable working within a Linux terminal
• Skilled with incident management, analytical thinking, troubleshooting, and case management
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team
• Proficiency communicating technical concepts to non-technical customers and colleagues
• Experience in a customer service environment and having outstanding Customer Service skills
• Ambition to develop and maintain a deep understanding of assigned products and technologies
• Ability to work with virtual teams to successfully deliver projects or resolve escalations
• Good understanding of project management principles is a plus
• Basic working knowledge of financial markets
• Independent worker with excellent time management and escalation skills
• Python or Shell scripting experience is a plus

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.

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