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Technical Customer Support Executive (Cantonese)

London Stock Exchange Group Kuala Lumpur, Malaysia
Posted 7 days ago Permanent Competitive
About us

LSEG is one of the world's leading providers of financial markets infrastructure and delivers financial data, analytics, news and index products to more than 40,000 customers in over 170 countries. We help organisations fund innovation, manage risk and create jobs by partnering with customers at every point in the trade lifecycle: from informing their pre-trade decisions and executing trades to raising capital, clearing and optimisation.

Role Summary

LSEG Technical Customer Support Executives is responsible for delivering consistent high-value, courteous service through customer's inquiry by handling customer inquiries by phone and email regarding technical issues for sell-side and buy-side Mandarin-speaking customers. This includes keeping a clear and active focus on providing high-quality resolution and ensuring that all the necessary action is taken to resolve customer's issues. They are required to develop and maintain a solid grasp of technologies and LSEG products and applications.

Role Responsibilities
  • Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG applications and products
  • Provide technical assistance and support to customers via phone, email, and chat.
  • Diagnose and solve software issues.
  • Guide customers through step-by-step solutions.
  • Escalate complex issues to higher-level support or development teams.
  • Conduct remote troubleshooting sessions as needed.
  • Collaborate with other team members to resolve issues efficiently.
  • Ensure customer satisfaction by providing timely and accurate solutions.
  • Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
  • Recognize and call out recurring problems, inferior processes or outdated procedures.
  • Identify and raise problems affecting a number of customers or influencing the timely resolution of one customer's enquiry. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
  • Log and classify all queries, requests and actions accurately. Track resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
Required Skills & Qualification:
  • Business level, both written and spoken fluency in English and Mandarin/Cantonese language requirement.
  • Good analytical skills with the ability to problem solve and develop solutions.
  • Basic IT knowledge and prior experience in technical support would be an advantage in being success in this role.
  • Excellent service skills including active listening alongside focusing, and fully understanding our customer's needs
  • Financial Markets knowledge or aptitude for quick learning
  • Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
  • An excellent team player, positive attitude towards work
  • Ability to learn and possess growth mindset
  • Professional experience in either the Financial Markets or in a Customer Service role would be advantageous
Working Hours
  • Standard hours 9am-6pm or 8am-5pm, Mon-Fri and on certain public holidays and weekends.
We are currently on Hybrid work mode (3 days working in office, 2 days working remotely). If this sounds exciting to you, click "Apply" today!

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
Job ID  R0068712
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