Senior Analyst - Customer Support

We are seeking a Senior Analyst - Customer Support to join our Kuala Lumpur team!

Role Summary

This role is responsible for delivering high‑quality, courteous, and efficient technical support to Mandarin‑speaking clients across the sell‑side and buy‑side. The role manages customer inquiries via phone and email, focusing on diagnosing and resolving technical issues related to LSEG/Refinitiv products and applications.

Success requires strong analytical and problem‑solving skills, a commitment to timely and accurate issue resolution, and the ability to build and maintain a solid understanding of relevant technologies and product offerings.

Core Responsibilities:

• Provide industry-leading technical support for Trading, FX, Advisory & Investment customers in China and Taiwan using LSEG's applications and products
• Work closely with other local and overseas teams to provide exceeded and seamless customer experience
• 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.
• 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.
• Recognize and call out recurring problems, inferior processes or outdated procedures.
• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
• Strive to improve customer experience

Skills & Qualifications:

• Business level English and Mandarin language requirement, to support China, Taiwan, and Hong Kong customers.
• Good written and verbal communication skills (English & Mandarin) is mandatory 
• Foundational IT competencies: Understanding of IT infrastructure basics (networks, servers, OS, VPN); Basic troubleshooting skills for software, connectivity, and authentication issues.
• Application & Product Awareness: Since LSEG products are highly technical and data‑driven, candidates should be comfortable with: Market data concepts (latency, data feeds, API connectivity); Basic understanding of data workflows, user access controls, and system integrations. (Deep product knowledge is not required at hiring stage, but strong learning agility is.)
• Technical Troubleshooting Skills: First‑level support must be able to log, categorize, and triage incidents accurately; Perform initial diagnosis using logs, error messages, and system behavior; Replicate basic issues before calling out to Level 2/Engineering; Provide guided solutions or workarounds when available.
• Communication & Soft Skills: Clear, structured communication with both technical and non‑technical users; Professional tone and ability to maintain calm during client stress; Active listening skills and ability to explain issues simply; Strong documentation habits for tickets and case records.
• Customer‑Focused Mindset: Demonstrate empathy and customer‑first problem solving; Manage expectations, set timelines, and follow up proactively; Build trust by providing transparent, consistent updates.
• Learning Agility & Adaptability: Ability to pick up new tools and platforms quickly Willingness to learn market data concepts and new systems; Adaptability to shifting workloads, priority escalations, or new processes.

Standard working hours is Monday - Friday, 9AM - 6PM, with 3 days working on the office and 2 days working remotely.  Click 'Apply' today!

Career Stage:

Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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

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