Senior Customer Support Analyst, Regulatory Reporting

Customer Support Analyst

Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services).

The Customer Support Analyst will work on a customer helpdesk supporting users at tier 1 banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work with the data centre staff, as Regulatory Reporting is a hosted solution.

Key Responsibilities of the Role:

• As a Regulatory Reporting helpdesk team member, we respond efficiently to customer queries and carry out Tier 1 investigation of reported problems in accordance with SLAs. Tickets are handled via the Customer Portal which is hosted in Salesforce.
• We raise defects to the internal relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress.
• Be or become highly knowledgeable in the relevant business domains.
• Send service notifications and broadcast communications to users.
• Collaborate well with all other internal teams responsible for the business solutions supported by the team – development, QA, professional services, solutions.
• Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service.
• Internal infrastructure administration – helping to administer the team's case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.
• Keep the internal documentation up to date.

Essential Experience and Skills Required:

• 2-3 years' experience on a helpdesk or similar client-facing role
• A Client Centric approach, with good customer-facing telephone/email capabilities
• Superb communication and collaborative skills with both clients and internally
• Good knowledge of SQL (specific SQL Server experience is best)
• Basic understanding of networking including FTP/SFTP.
• Previous experience with JIRA/Confluence/Service Now
• Proficient in English language - reading, speaking, listening, writing

Nice to Have:

• Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.
• Regulation, MiFIR/EMIR experience

We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and understand potentially complicated scenarios. If you are a forward thinker and problem solver, this is the place to be as will be supporting you to fast forward your career.

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 organization 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, color, 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.