Senior Analyst - Workflows Technical
Core
Resolve customer technical enquiries, manage fault calls, and ensure resolution for Refinitiv data and application products.
Role type
Senior IC technical support analyst
Builds
Customer support resolution for Refinitiv financial data and application products
Domain
Financial markets infrastructure and data
Deliverable
client delivery
Required skills
remote troubleshooting, problem management, analytical skills, information probing, escalation management
Preferred skills
customer service experience, financial or IT industry background, SaaS desktop knowledge
Technologies
Refinitiv products, desktop environments (SaaS)
Responsibilities
Respond to customer enquiries regarding product functionality and faults; log and classify requests in CRM; escalate complex issues to engineering or sales; track resolution progress and proactively update customers; identify recurring problems or process gaps; handle major outages and communicate status updates.
Seniority
Associate, hands-on IC
