Senior Associate - Platform Support
Core
Provide effective and timely support to customers of the Refinitiv Data Platform (RDP) by resolving enquiries, managing fault calls, and ensuring customer satisfaction through complex information systems.
Role type
Senior Associate, Customer Support Executive (Platform)
Builds
Customer support operations for Refinitiv Data Platform
Domain
Financial markets data and infrastructure
Deliverable
client delivery
Required skills
problem-solving, troubleshooting, analytical skills, information probing, detail orientation, remote troubleshooting, API knowledge, Python programming, Linux/DOS application knowledge, enterprise infrastructure knowledge
Preferred skills
customer service experience, financial or IT industry experience, knowledge of Refinitiv products and data
Technologies
Python, Linux, DOS, SaaS, PaaS, IaaS
Responsibilities
Respond to customer enquiries regarding product functionality and faults; log and classify calls in CRM; filter and escalate enquiries to appropriate departments; manage resolution processes for data and application issues; track resolution progress and proactively update customers; identify recurring problems and escalate to team leaders or engineering groups; ensure customer contacts align with brand values.
Seniority
Senior Associate, hands-on IC
