Specialist – Customer Support

Overview

The Specialist – Customer Support plays a critical role in delivering advanced technical and product support for Refinitiv customers, complementing the frontline efforts of Customer Support Executives. As a subject matter expert (SME), the Specialist handles sophisticated and raised inquiries related to Refinitiv Data Platform (RDP) and associated services, ensuring timely resolution and a high level of customer satisfaction. Building on the foundation of frontline support, Specialists demonstrate deep technical expertise, ownership, and urgency in resolving issues that require sophisticated troubleshooting, multi-functional teamwork, and root cause analysis. They mentor and guide Associate Specialists and Executives, contribute to process improvements, and advocate for customer needs in product development and support readiness initiatives. Specialists embody curiosity, persistence, and a dedication to continuous learning—driving perfection not only in issue resolution but also in shaping the future of customer support through innovation and leadership.

• Serve as a subject matter expert (SME) for complex customer inquiries, providing advanced support and resolution for Refinitiv products, data, and services.
• Lead the investigation and resolution of escalated technical and data-related issues, coordinating with cross-functional teams including engineering, product, and sales.
• Analyze customer trends and recurring issues to identify root causes and recommend long-term solutions or product enhancements.
• Mentor and support Associate Specialists by sharing knowledge, best practices, and providing guidance on complex cases.
• Drive continuous improvement initiatives by identifying process gaps, proposing automation opportunities, and contributing to knowledge base development.
• Collaborate with product and engineering teams to test and validate new features, ensuring readiness for customer-facing teams.
• Represent the support team in cross-departmental meetings and projects, advocating for customer needs and support readiness.
• Monitor and report on key performance indicators (KPIs) and customer satisfaction metrics, using data to drive service excellence.
• Participate in the onboarding and training of new team members, contributing to a culture of learning and development.
• Take ownership of high-impact incidents and ensure timely communication and resolution, including post-mortem analysis and reporting.

• Bachelor’s degree or higher in Information Technology, Computer Science, Finance, or a related field; equivalent professional experience will be considered.
• Demonstrated ability in technical support, customer success, or product specialist role, preferably within the financial technology or IT industry.
• At least 1 year of hands-on experience in handling API solutions, including troubleshooting, integration, and client support.
• Advanced knowledge of Refinitiv products, data sets, and infrastructure, with proven ability to resolve complex issues independently.
• Solid understanding of APIs, scripting, and programming languages such as Python, Java, and SQL; ability to interpret and troubleshoot code-level issues.
• Proficiency in enterprise-level infrastructure (SaaS/PaaS/IaaS), cloud platforms, and Linux/Windows environments.
• Demonstrated experience in root cause analysis, incident management, and process improvement.
• Superb communication skills with the ability to convey technical concepts to both technical and non-technical audiences.
• Proven leadership in mentoring peers, handling customer issues, and contributing to team development.
• Strong analytical mentality with a proactive approach to problem-solving and innovation.
• Flexibility to work in a global support environment, including rotational shifts, weekends, and holidays as needed.

LSEG is committed to fostering a diverse, equitable, and inclusive work environment with equal opportunities for all employees. We offer a hybrid working model and a range of benefits to support performance and well-being. We value innovation, quality, and continuous improvement, and we encourage new ideas in a collaborative and creative culture. Our purpose and values—Integrity, Partnership, Excellence, and Change—guide our actions and decision making. We employ a global workforce and are dedicated to sustainability and community involvement through the LSEG Foundation, volunteering, and charitable grants. We provide healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.

Please note: This posting reflects the role as described and includes a privacy notice describing how personal information may be collected and used in the recruitment process. If you are submitting as a Recruitment Agency Partner, you are responsible for ensuring that candidates applying to LSEG are aware of this privacy notice.