Analyst, System Support, Service & Quality

The Specialist, System Support, Service Quality assists the sales and order management team in fixing relevant system issues in the ordering and quote to cash applications. They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time based on agreed product/process and reducing the resolution time with agreed quality. Career stage: Associate. Employer: London Stock Exchange Group (LSEG), a leading global financial markets infrastructure and data provider with a dynamic organisation of 25,000 people across 65 countries.

Responsibilities

Support issues encountered within the implementation of the order to billing process and provide ongoing order management support; Display proficiency and eye for business in solving and handling client concerns, coordinating nonconforming data issues, and handling customer communications daily; Own system issue support for the order life cycle, including order preparation, order monitoring, permissioning and billing/credits/cancellations for new and renewal orders; Provide timely support and resolutions; Handle and resolve internal queries relating to quote/order issues, billing and client account information errors; Assist the sales and order management team in fixing relevant system issues in the ordering and quote to cash applications; Enhance customer experience by improving timeliness in service delivery and achieving the guaranteed average turnaround time, while reducing resolution time with agreed quality

Requirements

Previous experience in Order/Customer Support functions; Applies general knowledge of business, developed through education, to make informed judgements; Good data interpretation skills; Good understanding of computer systems; Excellent focus for accuracy, completeness and improvement for assigned tasks; Ability to prioritize and attention to detail; High interest about learning; Excellent written and verbal communication skills; Ability to work independently on multiple activities, with appropriate prioritization and critical issue management skills; Willing to work in any shift schedule

Nice to have

Knowledge of SAP, SalesForce and Siebel

Benefits

Healthcare; Retirement planning; Paid volunteering days; Wellbeing initiatives