Senior Associate - Platform Support

About the role

Senior Associate - Platform Support at LSEG provides timely, customer-focused support for Refinitiv Data Platform. Handles inquiries on product functionality, fault calls, and data/application issues. Logs and classifies calls in CRM, escalates non-Refinitiv queries, and tracks resolution progress. Proactively updates customers, follows outage procedures, and identifies recurring problems for process improvement. Requires a university degree in IT or finance, customer service experience, API and Python knowledge, desktop/enterprise infra (SaaS/PaaS/IaaS), Linux/DOS, remote troubleshooting, strong communication in English, and flexibility with shift work. Hybrid work model across Bangalore and Taguig City. No salary disclosed. Full-time role with rotational shifts, weekends, and holidays. Focus on customer satisfaction, brand consistency, and continuous improvement.

What you’ll do

• Respond to customer inquiries on product functionality and fault calls
• Log and classify calls in CRM
• Filter and handover non-Refinitiv queries to appropriate departments
• Manage resolution for data, applications, and technical issues
• Track progress and proactively update customers on status
• Follow procedures for issue response and outage notifications
• Identify and report recurring problems and process improvements
• Ensure customer interactions align with Refinitiv brand and values
• Escalate recurring issues and outdated procedures
• Accept additional projects to improve team performance

What you’ll bring

• University degree in IT, finance, or related field
• Experience in customer service or contact center preferred
• Knowledge of APIs, Python, desktop/enterprise infra (SaaS/PaaS/IaaS), Linux/DOS
• Remote troubleshooting skills on desktop/server
• Strong customer service orientation and communication in English
• Flexibility with work hours, rotational shift, weekends, holidays

Nice to have

Previous experience in financial or IT industry desirable

Skills

Education

Bachelor's