Specialist – Customer Support

Specialist – Customer Support

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.

Role Responsibilities

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.

Qualifications and Experience Required

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 encouraging a diverse, equitable, and inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.

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.