Customer Support Specialist - Japanese Language

About the role

LSEG Customer Operations is looking for a Specialist Support person to join its Market Data team, which works in a fast-paced environment where customers expect timely and accurate resolutions. The specialist acts as a technical resource for complex issues affecting LSEG products, resolves customer issues remotely and helps implement preventative measures. The role is based in Sydney.

Key responsibilities

• Provide expert technical support for assigned Refinitiv products
• Resolve customer issues remotely, using third-party partners when needed
• Troubleshoot, reproduce and resolve issues, arranging on-site dispatches when required
• Escalate major, elusive and recurrent issues impacting clients
• Assist with implementing and integrating Refinitiv products at customer sites
• Deliver technology or product training to customers as needed
• Maintain accurate client-site documentation and record all interactions in the CRM (Salesforce)
• Follow operational policies and procedures

Required profile

• Fluent English, written and spoken
• Fluent Japanese, written and spoken
• Experience in a customer service environment
• Ability to work with virtual teams and good time management
• Basic working knowledge of financial markets is a plus

Required skills

• Comfortable working in a Linux terminal
• Incident management, troubleshooting and case management
• Ability to explain technical concepts to non-technical people
• Python or Shell scripting experience is a plus