UnaVista is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services).
The Customer Support Analyst will work on a customer helpdesk supporting users at tier 1 banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work with the data centre staff, as UnaVista is a hosted solution.
Key responsibilities for this role are:
As a UnaVista helpdesk team member, respond efficiently to customer queries and carry out Tier 1 and Tier 2 investigation of reported problems in accordance with SLAs. Most support is via telephone or email and all customer contacts are to be reported in the helpdesk system
Escalate to relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress
Be or become highly knowledgeable in the relevant business domains
Send service notifications and broadcast communications to users
Collaborate well with all other internal teams responsible for the business solutions supported by the team - development, QA, professional services, solutions
Working with staff in the LSEG's technical operations group to ensure that the UnaVista servers and network infrastructure are appropriately managed and maintained
Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service
Internal infrastructure administration - helping to administer the team's case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.
Keep the internal and customer-facing documentation up to date.
Candidate Profile/ Key Skills:
a minimum of 2 years' experience on a helpdesk or similar client-facing role
Service-oriented approach, good customer-facing telephone/email capabilities
Excellent communication and collaboration skills
Basic knowledge of SQL (specific SQL Server experience is best)
Nice to have:
Previous experience with JIRA/Confluence/Salesforce
Financial domain exposure
We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you a forward thinker and problem solver, this is the place to be as will be supporting you to fast forward your career.
We maximise each employee's potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as:
25 days' holiday per year
Share Purchase Plan
Private Medical Insurance
Pillar 3 Private Pension Plan
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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