Role Summary
Technical Customer Support Executives is responsible for delivering consistent high-value, courteous service through customer\xe2\x80\x99s inquiry by handling customer inquiries by phone and email regarding technical issues for sell-side and buy-side Mandarin/Cantonese-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\xe2\x80\x99s issues. It requires to develop and to maintain a solid understanding of technologies and Refinitiv\xe2\x80\x99 products and applications.

Responsibilities

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  Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using Thomson Reuters applications and products.
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  Work closely with other local and overseas teams to provide exceeded and seamless customer experience.
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  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.
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  Identify and call out problems affecting a number of customers or influencing the timely resolution of one customer\xe2\x80\x99s enquiry. This would include critical issues to the Team Manager and other support, sales, technology, or resolver groups as appropriate.
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  Recognize and highlight recurring problems, inferior processes or outdated procedures.
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  Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
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  Customer centric attitude and strive to improve customer experience.

Experience and Qualifications

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  At least bachelor\'s degree
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  Business level, both written and spoken fluency in English and Mandarin/Cantonese language requirement.
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  Identifies, investigates, and help resolve users\xe2\x80\x99 technical problems with LSEG applications, connectivity, or hardware.
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  Professional experience in either the Financial Markets or in a Customer Service role would be an advantage.
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  Basic IT knowledge is mandatory and prior experience in this technical support would be an advantage in being success in this role.
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  Financial Markets knowledge or ability to learn quickly.
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  Logical approach to problem solving and analytical thinking.
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  Good analytical skills with the ability to problem solve and develop solutions.
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  Excellent service skills including active listening alongside focusing, and fully understanding our customer\'s needs.
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  Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
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  A great teammate, positive attitude towards work
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  Ability to learn and possess growth mindset.

Recent graduates are welcome to apply!

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose \xe2\x80\x93 driving financial stability, empowering economies and enabling customers to create sustainable growth \xe2\x80\x93 in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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\xe2\x80\x99s 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 any mental health or physical disability needs.

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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.