Specialist - Customer Support at LSEG

📍 Job Overview

Job Title: Specialist - Customer Support
Company: LSEG
Location: Philippines (Philippines)
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-23
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide advanced customer support for LSEG's investment and wealth management products, including LSEG Workspace and Refinitiv Eikon. Collaborate with clients and internal teams to resolve complex issues and drive product usage.
Key Skills: Financial markets knowledge, strong interpersonal and critical reasoning skills, analytical and organizational skills, proficiency in LSEG Excel add-in, and familiarity with investment and wealth management products.

📝 Enhancement Note: This role requires a strong understanding of financial markets and the ability to provide specialized support to investment and wealth management customers. Candidates should be comfortable working with LSEG's products and have excellent communication skills to effectively resolve complex issues.

💻 Primary Responsibilities

Customer Support: Work directly with clients to provide additional information, updates, and resolution to issues advanced from Frontline Support teams.
Collaboration: Build and maintain collaborations groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
Client Advocacy: Act as a liaison between the client and Support, Sales, and Product Management to advocate for clients' needs.
Pre-Sales & Retention: Assist in pre-sales and retention initiatives via A2E (Access to Expert) program.
Knowledge Development: Proactively maintain a high level of knowledge about the specialist product area(s) and market(s) through self-study, research, and analysis.
Knowledge Management: Lead and drive initiatives to enable Knowledge Management and self-help capabilities, such as QAS usage, Write Right, and accurate/quality resolution writing.
Operational Readiness: Equip self and participate in Operational Readiness activities for 2024 Business Proposition roadmap and Go To Markets.
Operational Excellence: Conduct analysis and contribute insights based on findings to enable Operational Excellence, such as process, knowledge, volume reduction, time to resolve reduction, and NPS improvement.
Training & Mentoring: Facilitate and/or define a training plan/upskilling/mentoring to junior staff (GG7-10) through learning initiatives/programs/onboarding.

🎓 Skills & Qualifications

Education: Bachelor's Degree in a field relating to the financial markets, the finance sector, or business. Recognized external qualifications such as CFA (at least level I), ICMA, CAIA, FINRA, or FSA will be a strong asset.

Experience: At least 3 years of work experience in customer service or the finance industry. Experience in supporting investment & wealth management workflows, real-time and embargoed content, trading workflows, Datastream, Portfolio Analytics is preferred.

Required Skills:

Understanding of financial markets and cross-asset views supporting multiple asset types held in client portfolios.
Strong interpersonal skills (verbal and written), critical reasoning, and problem-solving skills.
Excellent multi-tasking and interpersonal skills, strong follow-up skills, and a track record for influencing people outside of your span of control.
Analytical, organized, detail-oriented, and focused. Quick learners, self-motivated, and logical reasoning skills.
Proficiency in LSEG Excel add-in (crafting/editing formulas, Adfin functions understanding will be an asset).
Excellent product (Workspace/Eikon) skills and the ability to address how-to/functionality queries.
Knowledge and familiarity with investment and wealth management product capabilities.
Ability to efficiently work within a team and to collaborate. Confident in delivering presentations and web conferencing (such as BOMGAR and MS Teams).
Ability to present recommendations and insights through data gathering and presentation using tools like PowerBI.

Preferred Skills:

Proficient in English, able to use English as a working language with internal teams and customers.
Strong understanding of Operational Center industry practices, measurement, drivers, and performance improvement strategies, global financial services industry, and financial applications, data, and analytics.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in the Philippines is approximately PHP 45,000 - 75,000 per month, based on experience and market standards.

Benefits:

Healthcare
Retirement Planning
Paid Volunteering Days
Wellbeing Initiatives

Working Hours: 40 hours per week, with flexibility in working hours and the ability to work any schedule as needed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (25,000+ employees)

Founded: 1801

Team Structure:

The Customer Support team is part of the broader LSEG organization, working closely with various internal teams such as Sales, Product Management, and other Support teams.
The team consists of specialists with expertise in specific product areas and markets, collaborating to provide comprehensive support to clients.

Development Methodology:

The team follows a structured approach to customer support, focusing on issue resolution, knowledge management, and continuous improvement.
They utilize tools like QAS, Write Right, and other LSEG-specific systems to ensure accurate and efficient support.

Company Website: https://www.lseg.com/

📝 Enhancement Note: LSEG is a leading global financial markets infrastructure and data provider, with a strong focus on driving financial stability, empowering economies, and enabling customers to create sustainable growth. The company values integrity, partnership, excellence, and change, which guide its decision-making and everyday actions.

📈 Career & Growth Analysis

Customer Support Career Level: This role is at the specialist level, focusing on providing advanced customer support for LSEG's investment and wealth management products. The role requires a strong understanding of financial markets and excellent communication skills to effectively resolve complex issues.

Reporting Structure: The Specialist reports to the Customer Support Manager and works closely with other specialists, internal teams, and clients to ensure appropriate issue resolution and product usage.

Technical Impact: The Specialist's work directly impacts the customer experience and product usage, driving customer satisfaction and retention. By resolving complex issues and providing insights, the Specialist contributes to LSEG's overall business success.

Growth Opportunities:

Technical Growth: Deepen expertise in specific product areas and markets, stay up-to-date with industry trends, and develop specialized skills in customer support.
Leadership Growth: Demonstrate strong performance and take on mentoring and training responsibilities to support junior team members.
Career Transition: Leverage the experience and skills gained in this role to transition into other areas of the business, such as product management, sales, or other customer support roles.

🌐 Work Environment

Office Type: The LSEG office in the Philippines is a modern, collaborative workspace designed to facilitate team interaction and productivity.

Office Location(s): Philippines (Philippines)

Workspace Context:

The workspace is equipped with modern tools and technologies to support efficient customer support, such as multiple monitors, testing devices, and customer support-specific software.
The team works in an open, collaborative environment, with opportunities for cross-functional interaction with designers, marketers, and other stakeholders.

Work Schedule: The work schedule is flexible, with the ability to work any schedule as needed to accommodate client time zones and support requirements.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of the candidate's product knowledge, issue resolution skills, and problem-solving abilities.
Behavioral Interview: An in-depth discussion of the candidate's experience, skills, and career goals, focusing on customer support and problem-solving scenarios.
Final Interview: A meeting with the hiring manager or senior team members to discuss the candidate's fit for the role and the team.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Excellence: Strive to provide world-class customer support, consistently exceeding client expectations.
Integrity: Act with honesty and transparency in all interactions with clients and internal teams.
Partnership: Collaborate effectively with clients and internal teams to resolve issues and drive product usage.
Change: Embrace continuous improvement and adapt to evolving client needs and market trends.

Collaboration Style:

Cross-Functional Collaboration: Work closely with other teams, such as Sales, Product Management, and other Support teams, to ensure comprehensive issue resolution and product usage.
Knowledge Sharing: Actively share knowledge and best practices with the team to improve overall support quality and efficiency.
Continuous Learning: Stay up-to-date with product updates, industry trends, and customer support best practices to continuously improve skills and performance.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Develop expertise in resolving complex customer issues related to LSEG's investment and wealth management products.
Market Knowledge: Stay up-to-date with market trends, product updates, and client needs to provide relevant and accurate support.
Process Improvement: Identify opportunities to improve customer support processes, knowledge management, and self-help capabilities to enhance the customer experience.

Learning & Development Opportunities:

Product Training: Attend product training sessions and webinars to deepen expertise in LSEG's investment and wealth management products.
Industry Conferences: Participate in industry conferences and events to stay current with market trends and best practices in customer support.
Mentoring & Coaching: Seek mentoring and coaching opportunities from experienced team members to develop specialized skills and advance career growth.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Demonstrate a strong understanding of LSEG's investment and wealth management products, including Workspace and Eikon, and their features and functionalities.
Issue Resolution: Walk through complex customer issues and explain how you would approach resolving them, utilizing relevant tools and resources.
Problem-Solving: Present a structured approach to problem-solving, using real-life examples to illustrate your thought process and decision-making.

Company & Culture Questions:

Company Culture: Explain how you would contribute to LSEG's values of integrity, partnership, excellence, and change in your role as a Customer Support Specialist.
Customer Support Philosophy: Describe your approach to customer support and how you would ensure client satisfaction and retention in this role.
Team Dynamics: Discuss your experience working in a team environment and how you would collaborate with other specialists, internal teams, and clients to resolve issues and drive product usage.

Portfolio Presentation Strategy: (N/A for this role)

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the application link provided.
Prepare for the phone/video screen by reviewing LSEG's products, customer support best practices, and your relevant experience.
Research LSEG's company culture, values, and industry to demonstrate your understanding and fit for the role during the behavioral interview.
Practice problem-solving scenarios and prepare for the technical assessment by reviewing LSEG's products and common customer issues.
Prepare for the final interview by reflecting on your career goals, motivations, and how you can contribute to LSEG's success in this role.

⚠️ 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.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer interaction, issue resolution, and client satisfaction.
Include customer support methodologies, communication skills, and problem-solving techniques.
Emphasize customer support team dynamics, cross-functional collaboration with sales, product management, and other internal teams.
Address customer support career progression, emerging trends, and technical specialization in customer support.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and relevant industry keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, methodologies, and technologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support interviews, focusing on product knowledge, issue resolution, and problem-solving scenarios.
Emphasize customer support best practices, customer experience design, and customer satisfaction measurement.
Include customer support-specific interview preparation and coding challenge guidance.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer support best practices, communication skills, and problem-solving methods.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support-specific interview questions and preparation strategies.
Focus on customer support team dynamics, collaboration, and knowledge sharing.
Include customer support-specific interview preparation and coding challenge guidance.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support-specific terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, customer experience, or customer satisfaction.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.

Specialist - Customer Support