Associate, PTS Customer Support

Job Description
Handles customer inquiries via phone, email, and chat, delivering service in an efficient, courteous, and professional manner.

Role Responsibilities & Key Accountabilities

• Responds to customer inquiries of medium complexity across phone, email, and chat channels.
• Provides resolutions to client queries, including but not limited to content explanation, product functionality, password assistance, and billing inquiries.
• Interprets customer needs, determines appropriate solutions, and assesses potential downstream impact.
• Applies company policies and procedures to effectively resolve customer issues.
• Logs, classifies, and manages all requests for assistance in CRM tools (e.g., Salesforce).
• Tracks case progress and proactively provides clients with updates and resolutions.

Qualifications & Experience

• Limited previous experience in customer support or service desk functions.
• Applies general business knowledge, developed through education, to make informed judgements.
• Strong communication skills, with the ability to support clients professionally across phone, email, and chat.
• Ability to interpret customer needs and provide solutions for issues of medium complexity.
• Basic troubleshooting capability across common support scenarios (e.g., password assistance, product inquiries).
• Familiarity with CRM or ticketing tools for logging, tracking, and resolving cases.
• Strong customer service orientation, with the ability to manage expectations and provide timely updates.
• Ability to organize thoughts clearly and communicate effectively with both technical and non-technical users.

Career Stage:

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.

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.