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Trading Support Specialist

3 weeks ago

Singapore LSEG (London Stock Exchange Group) Full time

Position Summary

Do you have a strong interest in the equities/futures/options markets, in electronic trading systems, and in building/leveraging your technical skills? Are you interested in providing trade support for an industry leading equity trading platform (REDI), and one of the world’s largest FIX broker networks (AUTEX)?

Are you attracted to speaking with clients across the entire equities trading spectrum including buy side traders, sell side brokers, and vendors? Would you like an opportunity to learn and broaden your knowledge about other asset classes such as foreign exchange, and learn more about the financial and risk business overall?

If the answer is yes to these questions, then we would like to speak with you about the Specialist - REDI, Autex role.

Provide second level support to internal stakeholders and 3rd party engineers regarding company products, and to interact with customers to resolve complex issues. The role leverages innovative technologies to ensure global consistency of support tasks.
- Act as a specialized technical resource for compex issues affecting Refinitiv products
- Remotely resolve customer issues, utilizing 3rd party partners when needed.
- Identify service-impacting trends and help implement preventative measures.
- Leverage innovative technologies to ensure a consistent support experience.

Role Responsibilities
- Provide expert trading support for assigned Refinitiv products
- Interface with product support, development teams, and 3rd party vendors to resolve issues
- Troubleshoot, reproduce, and resolve customer issues remotely
- Provide high-quality technical advice to internal stakeholders and 3rd party engineers
- Escalate major, elusive, and recurrent issues that are impacting clients
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
- Record all customer interactions using CRM tools provided (Salesforce)
- Follow all operational policies and procedures to manage client issues
- Provides professionals with the intelligence, technology, and human expertise they need to find trusted answersEnable professionals in the financial and risk markets to make the decisions that matter most.

Experience and Qualifications Required
- English fluency - both written and spoken
- On occasion holiday/ weekend work
- Skilled with incident management, analytical thinking, troubleshooting, and case management
- Logical thinker/problem solver who is self-motivated and a strong contributor within a team
- Proficiency communicating technical concepts to non-technical customers and colleagues
- Experience in a customer service environment and having outstanding Customer Service skills
- Ambition to develop and maintain a deep understanding of assigned products and technologies
- Ability to work with virtual teams to successfully deliver projects or resolve escalations
- Independent worker with excellent time management and escalation skills
- Good understanding of finance and trading concepts
- Experience in supporting EMS trading in equities, futures and options a plus

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.

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