Associate Specialist - Customer Support
π Job Overview
- Job Title: Associate Specialist - Customer Support
- Company: LSEG
- Location: Philippines, Taguig City, CitiPlaza
- Job Type: Full-Time
- Category: Customer Support
- Date Posted: August 12, 2025
- Experience Level: Entry to Mid-Level (0-2 years)
- Remote Status: On-site
π Role Summary
- Key Responsibilities: Provide effective and timely support to customers regarding Refinitiv's products and services, resolve customer inquiries, log requests, and ensure customer satisfaction through proactive communication.
- Key Skills: Customer service, problem management, troubleshooting, analytical skills, communication, technical support, API knowledge, programming languages, financial markets knowledge, detail-oriented, information probing, flexibility, motivation, team collaboration, client needs understanding, and results focus.
π» Primary Responsibilities
- Customer Support:
- Respond to customers' enquiries relating to information, product functionality, and fault calls, resolving as many queries as possible on the first interaction.
- Log and classify all calls and requests for assistance in the customer relationship management system.
- Filter and escalate enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
- Lead the resolution process for customers relating to data and applications, and technical issues for Refinitiv products and services.
- Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
- Follow the appropriate procedures to respond to issues and update customers when outages of a major nature occur.
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customerβs enquiry.
- Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
- Recognize and call out recurring problems, inferior processes, or outdated procedures.
- Accept additional projects or areas of responsibility that will improve the teamβs performance.
- Proactively contribute to the Frontline Support team and the achievement of its goals.
π Skills & Qualifications
Education: University degree or equivalent experience in information technology, financial markets, or a related subject area.
Experience: Previous experience in a customer service or contact center environment is preferred. Previous experience in the financial or IT industry is desirable.
Required Skills:
- Knowledge of API's and programming languages such as Java, Python, and SQL is an advantage.
- Knowledge of desktop and enterprise infrastructure/offerings whether deployed or handled (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.
- Comfortability around remote troubleshooting on a desktop/server level environment.
- Expert understanding of relevant Refinitiv products and data.
- Understanding of client needs. Focus on delivering results.
- Detail-oriented with sound information probing skills.
- Good problem management, troubleshooting, and analytical skills.
- Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
- Validated strong customer service orientation.
- Ability to communicate and engage optimally, verbally and in writing, in English with customers and colleagues.
- Willingness to undertake additional projects and responsibilities from time to time.
- Flexibility with work hours β including rotational shift work, plus weekends and holidays.
Preferred Skills:
- Knowledge of financial products and services.
- Experience with customer relationship management (CRM) systems.
- Familiarity with cloud-based technologies and services.
π Web Portfolio & Project Requirements (N/A for this role)
π΅ Compensation & Benefits
Salary Range: PHP 35,000 - 45,000 per month (Based on market research and experience level)
Benefits:
- Healthcare
- Retirement Planning
- Paid Volunteering Days
- Wellbeing Initiatives
Working Hours: 40 hours per week, with flexibility for rotational shifts, weekends, and holidays.
π― Team & Company Context
Company Culture:
- Industry: Financial markets infrastructure and data provider.
- Company Size: Large (25,000+ employees)
- Founded: 1996 (as Refinitiv), with a history dating back to the 17th century as the London Stock Exchange Group.
- Team Structure: The Frontline Support team is part of the broader Customer Support organization, working closely with other teams such as Sales, Engineering, and Resolver Groups.
- Development Methodology: The team follows a structured approach to customer support, focusing on first contact resolution, issue tracking, and continuous improvement.
Company Website: LSEG
π Enhancement Note: LSEG is committed to encouraging a diverse, equitable, and inclusive work environment, ensuring equal opportunities for all employees, regardless of their background.
π Career & Growth Analysis
Web Technology Career Level: Entry to Mid-Level (0-2 years)
Reporting Structure: The Associate Specialist - Customer Support reports directly to the Team Leader within the Frontline Support team.
Technical Impact: This role has a direct impact on customer satisfaction and retention by providing effective and timely support for Refinitiv's products and services.
Growth Opportunities:
- Career Progression: With experience and strong performance, Associates may progress to Senior Specialist, Team Leader, or other roles within the Customer Support organization or broader LSEG group.
- Technical Skill Development: Associates have the opportunity to develop their technical skills by working with various Refinitiv products and services, APIs, and programming languages.
- Leadership Potential: Associates may have the opportunity to take on additional responsibilities, lead projects, or mentor new team members, fostering leadership skills.
π Enhancement Note: LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives, to support the growth and well-being of its employees.
π Work Environment
Office Type: Modern, collaborative office space with dedicated workstations and shared team areas.
Office Location(s): CitiPlaza, Taguig City, Philippines
Workspace Context:
- The workspace is designed to facilitate collaboration and communication among team members, with easy access to necessary tools and resources.
- Associates have access to multiple monitors and testing devices to ensure efficient remote troubleshooting and issue resolution.
- The work environment encourages knowledge sharing, technical mentoring, and continuous learning.
Work Schedule: Rotational shifts, including weekends and holidays, to provide 24/7 customer support coverage.
π Enhancement Note: LSEG is committed to maintaining a safe and inclusive work environment, with flexible work arrangements to support the well-being of its employees.
π Application & Technical Interview Process
Interview Process:
- Phone/Video Screen: A brief phone or video call to assess communication skills, customer focus, and cultural fit.
- Technical Assessment: A hands-on assessment of problem-solving, troubleshooting, and analytical skills, focusing on real-life customer scenarios and Refinitiv products.
- Final Interview: A face-to-face or video interview with the hiring manager and team members to discuss the role, team dynamics, and career growth opportunities.
Portfolio Review Tips: (N/A for this role)
Technical Challenge Preparation:
- Familiarize yourself with Refinitiv's products and services, APIs, and programming languages.
- Practice problem-solving and troubleshooting exercises related to customer support scenarios.
- Prepare questions to ask the interview panel about the role, team, and company.
ATS Keywords: (Relevant keywords are integrated throughout the job description)
π Technology Stack & Web Infrastructure (N/A for this role)
π₯ Team Culture & Values
Web Development Values:
- Customer Focus: Prioritize customer needs and deliver results-driven solutions.
- Integrity: Act with honesty and transparency in all interactions with customers and colleagues.
- Partnership: Collaborate effectively with team members, stakeholders, and customers to achieve common goals.
- Excellence: Strive for continuous improvement and high-quality standards in all aspects of the role.
Collaboration Style:
- Cross-Functional Integration: Work closely with other teams, such as Sales, Engineering, and Resolver Groups, to ensure customer issues are resolved promptly and effectively.
- Code Review Culture: Regularly review and discuss customer support processes and best practices to ensure continuous improvement.
- Knowledge Sharing: Actively share knowledge and experiences with team members to enhance overall performance and skill development.
π Enhancement Note: LSEG's culture is built on the values of Integrity, Partnership, Excellence, and Change, fostering a collaborative and inclusive work environment.
β‘ Challenges & Growth Opportunities
Technical Challenges:
- Customer Volume: Manage a high volume of customer inquiries efficiently and effectively, ensuring first contact resolution and maintaining high customer satisfaction scores.
- Complex Issues: Troubleshoot and resolve complex technical issues related to Refinitiv's products and services, APIs, and programming languages.
- Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on Refinitiv's products and services, as well as customer support processes.
Learning & Development Opportunities:
- Technical Training: Participate in technical training programs and workshops to enhance your knowledge of Refinitiv's products, APIs, and programming languages.
- Conferences & Events: Attend industry conferences and events to network with peers, learn about emerging trends, and share best practices.
- Mentorship: Seek mentorship opportunities from experienced team members to gain insights into career growth, technical skill development, and leadership potential.
π Enhancement Note: LSEG offers a range of learning and development opportunities to support the growth and success of its employees, including technical training, conferences, and mentorship programs.
π‘ Interview Preparation
Technical Questions:
- Customer Support Scenarios: Prepare for customer support scenarios that test your problem-solving, troubleshooting, and communication skills.
- API & Programming Languages: Brush up on your knowledge of APIs, programming languages, and their relevance to Refinitiv's products and services.
- Product Knowledge: Familiarize yourself with Refinitiv's products and services, their features, and common customer issues.
Company & Culture Questions:
- Customer Focus: Prepare questions that demonstrate your understanding of LSEG's commitment to customer focus and customer satisfaction.
- Team Dynamics: Inquire about the team's structure, collaboration, and communication styles to ensure a good fit with your working preferences.
- Career Growth: Ask about career progression opportunities, technical skill development, and leadership potential within the role and the broader LSEG organization.
Portfolio Presentation Strategy: (N/A for this role)
π Enhancement Note: Prepare thoughtful and insightful questions to demonstrate your interest in the role, team, and company, as well as your commitment to customer focus and continuous learning.
π Application Steps
To apply for this Associate Specialist - Customer Support position:
- Submit your application through the application link provided.
- Prepare for the phone/video screen by practicing your communication skills and customer focus.
- Brush up on your problem-solving, troubleshooting, and analytical skills for the technical assessment.
- Research LSEG's products, services, and company culture to demonstrate your understanding and enthusiasm for the role.
- Prepare questions to ask the interview panel about the role, team, and company to showcase your interest and commitment.
β οΈ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.
Application Requirements
Candidates should have a university degree or equivalent experience in information technology or financial markets, with a preference for customer service experience. Knowledge of APIs, programming languages, and financial products is advantageous.