Senior Analyst - Customer Support (L1 Technical Support)

Position Summary

Customer Support Executive, Technical is the entry point for customers in Japan seeking technical support for LSEG desktop offerings, FX Trading and Risk product covering connectivity, delivery, configuration and application performance.

Primary responsibilities of this role are to deliver consistent high-value, courteous service through customer’s inquiry by handling customer inquiries by phone and email.  This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the vital action is taken to resolve customer’s issues.  It requires to develop and to maintain a solid grasp of technologies and LSEG solutions. The Customer Support Executive is growth minded teammate with good communication and service skill.

Roles & Responsibilities

Build and maintain local and overseas collaborations with Frontline teams, Technical Support, Workflow and 2nd level Technical Specialists and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner

• Provide first level support covering application and network related support for FX Trading, Risk and Wealth Management customers

• Effective servicing of cases and strict alignment to case query handling procedures. Follow the appropriate procedures to respond to complaints, critical issues and outages

• Maintain trusted relationship to with customers to provide additional information, updates, and resolution to issues. Meet all access targets across telephony, electronic and live chat channels

• Identify and refer problems affecting customers and influence the timely resolution of customers’ enquiry, including referrals. This would include critical issue to Customer Support Team Manager and liaising with different parts of the organization as appropriate

• Proactively maintain a high level of knowledge about the product area(s) and market(s) through self-study, research, and analysis

• Recognize and raise recurring problems, areas and processes for improvement

• Develop deep markets and product specialization through Technical Learning pathways to increase the value of service delivered to customers

Preferred Skills and Experience

• 1-3 years’ experience in a customer service or application support role

• Previous experience in the onsite/remote desktop or software application support  are desirable

• Knowledge in Trading products and applications is a plus

• Native Japanese language and business level English are required

• Well-developed analytical/critical thinking with the ability to resolve problems

• Excellent customer service and interpersonal skills including active listening alongside focusing, and fully understanding our customer's needs

• Partnership and collaboration skills to work in large sized team environment

• Ability to learn and possess growth mindset

• Tertial Study in Business or Information Technology is also advantageous

Workstyle and Benefits

• Diverse environment

• English as primary language to work with internal partners

• Collaborative team environment

• Comprehensive 3 months onboarding program with side by side mentoring

• Offer Professional Certification Sponsorship Program for external courses, certifications and degrees

• Shift Operation between 07:30am - 18:00pm (shift allowance) on Weekdays

• Hybrid working: 3 days in the office, 2 days at home with flexible days

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.

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