Specialist - Customer Support with Japanese language

Location: AUS-Sydney-60 Margaret St

Overview

LSEG Customer Operations is searching for a highly motivated person to fill a Specialist Support position. The team consists of highly skilled, energetic individuals that possess strong analytical, technical, and customer service expertise. We work in the fast-paced environment of Market Data where our customers expect timely and accurate resolutions. We are looking for individuals that exude ownership and follow through on commitments to our customers. The qualified candidate will be expected to adapt quickly and should have a strong desire to learn.

Role Purpose

• Act as a specialized technical resource for complex issues affecting LSEG products.
• Remotely resolve customer issues, utilizing 3rd party partners when needed.
• Identify service-impacting trends and help implement preventative measures.
• Leverage innovative technologies to ensure a consistent support experience.

Major Responsibilities / Accountabilities

• Provide expert technical support for assigned Refinitiv products.
• Interface with product support, development teams, and 3rd party vendors to resolve issues.
• Troubleshoot, reproduce, and resolve customer issues remotely, arranging for on-site dispatches when required.
• Provide high-quality technical advice to internal stakeholders and 3rd party engineers.
• Escalate major, elusive, and recurrent issues that are impacting clients.
• Assist with the implementation and integration Refinitiv products at customer sites as needed.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
• Maintain accurate client-site documentation.
• Deliver technology or product training to customers as needed.
• Record all customer interactions using CRM tools provided (Salesforce).
• Follow all operational policies and procedures to manage client issues.

Technical/Professional Skills & Competencies

• English fluency – both written and spoken – required.
• Japanese fluency – both written and spoken – required.
• Comfortable working within a Linux terminal.
• Skilled with incident management, analytical thinking, troubleshooting, and case management.
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
• Proficiency communicating technical concepts to non-technical customers and colleagues.
• Experience in a customer service environment and having outstanding Customer Service skills.
• Ambition to develop and maintain a deep understanding of assigned products and technologies.
• Ability to work with virtual teams to successfully deliver projects or resolve escalations.
• Good understanding of project management principles is a plus.
• Basic working knowledge of financial markets.
• Independent worker with excellent time management and escalation skills.
• Python or Shell scripting experience is a plus.

Career Stage

Senior Associate

London Stock Exchange Group (LSEG) Information

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.

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.

Additional Locations: PHL-Taguig City-CitiPlaza, Tokyo-Akasaka Biz Tower 30