Customer Support Specialist – Japanese

• Act as a specialized technical resource for complex issues affecting LSEG products
• Remotely resolve customer issues, utilizing third-party partners when needed
• Identify service-impacting trends and help implement preventative measures
• Leverage innovative technologies to ensure a consistent support experience
• Provide expert technical support for assigned Refinitiv products
• Interface with product support, development teams, and third-party vendors to resolve issues
• Troubleshoot, reproduce, and resolve customer issues remotely, arranging on-site dispatches when required
• Provide technical advice to internal stakeholders and third-party engineers
• Escalate major, elusive, and recurrent client-impacting issues
• Assist with implementation and integration of Refinitiv products at customer sites as needed
• Maintain technical and product awareness through self-learning, training classes, and job shadowing
• Maintain accurate client-site documentation
• Deliver technology or product training to customers as needed
• Record customer interactions using Salesforce CRM tools
• Follow operational policies and procedures to manage client issues

• English fluency – both written and spoken – required
• Japanese fluency – both written and spoken – required
• Comfortable working within a Linux terminal
• Skilled with incident management, analytical thinking, troubleshooting, and case management
• Proficiency communicating technical concepts to non-technical customers and colleagues
• Experience in a customer service environment and outstanding customer service skills
• Ability to work with virtual teams to deliver projects or resolve escalations
• Basic working knowledge of financial markets
• Independent worker with excellent time management and escalation skills
• Ambition to develop and maintain a deep understanding of assigned products and technologies
• Good understanding of project management principles is a plus
• Python or Shell scripting experience is a plus

• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives
• Equal opportunities and reasonable accommodation for religious practices, mental health, or physical disability needs
• Fundraising and volunteering opportunities through the LSEG Foundation