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Client Support Analyst

Employer
Refinitiv
Location
IND-BLR-Divyasree Technopolis
Salary
Competitive
Closing date
14 Nov 2020

View more

Sector
Finance
Job Role
Security Consultant
Job Type
Permanent
Refinitiv is a leading provider of information and technology solutions to the global financial community. Client Support Analysts are a key and valuable link between our product & services offerings and our customers. Combining a thorough knowledge of capital markets and Content, with expertise of our software, CSAs will be responsible for providing real time Market Data support for Refinitiv Sales, Buy side trading, brokerage & exchange clients on multiple global and domestic workstations and various financial applications & content.
Client Support Analyst will respond to incoming Client questions regarding Refinitiv products and services. The incumbent of this role will maintain all aspects of the customer relationship, assisting clients in various data and account service via Phone / emails.

Essential Day-to-Day Responsibilities:
  • Primary role is to work with Equity/Commodity managers, Portfolio Managers, Research Analysts from various firms and Global Banks to assist with navigation, customizing Refinitiv products and also assisting with data search and identifying any data errors, assisting in building portfolios and portfolio analysis/maintenance. This could entail escalating/referring the problem to a "Content" support group or the technical support desk.
  • Expertise to Interpret and analyze the equity market requirements and provide right resolutions and workarounds in specific situations.
  • Help Customers realize full potential of the application and provide recommendations & solution to maximize application utilization.
  • Recommend Technical and Fundamental analysis through our highly intuitive charting tools using TR Products.
  • Recommend solutions to customer application questions with regards to navigation, functionality, content, data quality & entitlements using TR Products.
  • Interact with various Refinitiv departments(Technical Support, Content, entitlements, feed support, sales, training) to resolve client questions/problems
  • Closely work with Account Managers, Relationship Managers, Technical Account Managers, Strategic Account Managers and Dedicated Account Managers.
  • Communicate regularly with Product Managers and sales team regarding Client feedback and internal product enhancements and updates. Participating in the weekly/Bi-weekly Support calls discussing on the client's issues for faster resolution and better client experience.
  • Ability to speak to our Clients intelligently and use their critical reasoning skills to identify the problem and solution quickly.
  • Maintain log of problems by creating a ticket in the Refinitiv CRM application. Follow inquiry through to resolution and close the ticket when completely resolved.
  • Respond to and record customer requests for improvements to our software applications by entering "enhancement requests" through the CRM application and following through by interacting with the Product Management team with regards to these requests
  • Potential to provide professional & courteous training of clients over the telephone via Web-Ex or by walking individual customers through the software.
Preferred Skills:
  • 2+ years experience in relevant industry.
  • 2+ years managing client issues
  • Ability to manage high pressure client situations and build trust with the clients.
  • Ability to prioritize multiple simultaneous issues
  • Ability to communicate well with internal and external technical audiences
  • General knowledge on Markets (Equities, Portfolio Management)
  • Excellent interpersonal skills and client management skills
  • Strong client (internal and external) communication and presentation skills
  • Self motivated, "Find a way to get it done" attitude
  • Outstanding time management skills and attention to details
  • Good data analysis skills
  • Focused on service delivery
  • Good business writing skills
  • Good problem solving skills
  • Analytical, Logical & critical thinking.
Certifications / Education
Graduation in Finance/Commerce
MBA preferred.
Job Type:
Rotational Shift.

We care about benefits too.

We support our colleagues' wellbeing with inclusive benefits. So that's support for physical, financial, mental and environmental health, paid time off to volunteer, consumer discounts & savings and so much more. All of which are tailored to your needs and may vary by location. For more details talk to your recruiter.

Our fast paced and supportive environment is only possible due to determined, autonomous problem solvers who love our high performance culture. And as a global business, Refinitiv relies on diversity of culture and thought to deliver on our goals. So we seek hardworking, qualified employees in all our operations around the world-regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Refinitiv makes reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us to request an accommodation. A full list of our office locations and contact information can be found at: Refinitiv Office Locations .

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