Customer Support Executive - Tech Support

About us - What We Do

LSEG is a leading global financial markets infrastructure and data provider that operates connected businesses to serve customers across the entire financial markets value chain.

With capabilities in data, indices and analytics, capital formation, trade execution, clearing and risk management, we operate at the heart of the world’s financial ecosystem and enable the sustainable growth and stability of our customers and their communities.

Together, our five business divisions – Data and Analytics, FTSE Russell, Risk Intelligence, Capital Markets and Post Trade – offer customers seamless access to global financial markets, across the trading lifecycle.

LSEG is headquartered in London and has a major presence throughout Europe, the Americas, Asia Pacific and emerging markets.

Role Summary

LSEG Technical Customer Support Executives is responsible for delivering consistent high-value, courteous service through customer’s inquiry by handling customer inquiries by phone and email regarding technical issues for sell-side and buy-side Mandarin-speaking customers. This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the necessary action is taken to resolve customer’s issues. It requires to develop and to maintain a solid understanding of technologies and LSEG products and applications.

Major Areas of Accountability:

• Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG's applications and products via phone, email, and chat.
• Diagnose and troubleshoot software issues.
• Conduct remote troubleshooting sessions as needed.
• Work closely with other local and overseas teams to provide exceeded and seamless customer experience.
• Log and classify all queries, requests and actions accurately. Track resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
• Recognize and escalate recurring problems, inferior processes or outdated procedures.
• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
• Strive to improve customer experience.

Qualifications

• Business level English and Mandarin language requirement.
• Good written and verbal communication skills (English & Mandarin) is mandatory.
• Professional experience in either the Financial Markets or in a Customer Service role.
• Financial Markets knowledge or aptitude for quick learning.
• Logical approach to problem solving and analytical thinking.
• Well developed analytical skills with the ability to problem solve and develop solutions.
• Excellent service skills including active listening alongside focusing, and fully understanding our customer's needs
• Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
• A great team player, positive attitude towards work.
• Ability to learn and possess growth mindset.

If this sounds exciting to you, apply today!

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

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.

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.