Primary Scope & Role Positioning

The Associate Specialist functions as a Tier 2 support expert responsible for managing complex, unresolved, or escalated issues coming from the frontline support team within their assigned products and domain. This role conducts in‑depth investigations, engages in cross-functional collaboration, and ensures timely, accurate, and complete case resolution. In addition, the position contributes to knowledge documentation, analyzes support trends, and drives process and service improvements across the support ecosystem.

Core Support Functions:

Own and resolve complex customer issues escalated by Tier 1support agents.
Perform in-depth troubleshooting and root cause analysis.
Collaborate with internal teams (e.g., Technology, Product, Content) for issue resolution.
Provide feedback and knowledge updates to frontline support to close knowledge gaps.
Ensure escalated cases are documented with clarity, accuracy, and completeness.
Update and maintain internal knowledge base articles.
Uphold quality, compliance, and SLA targets for escalated ticket handling.

Escalation Handling

Join customer calls when additional support or clarification is needed on Gather up.
Help guide troubleshooting steps without taking full case ownership.
Assist in validating basic issues and gathering useful information for the primary agent.
Support follow‑up by sharing insights or suggesting next steps for smoother resolution.

Technical Investigation & Product Knowledge

Help check and understand product issues across different features or services.
Notice and flag unusual behaviors or potential bugs to the appropriate team.

Knowledge & Capability Support

Share helpful case tips or best practices with teammates when needed or GG9.
Assist in updating basic FAQs, troubleshooting notes, or simple workflow reminders.
Contribute small improvements or clarifications to internal documentation.

Support Strategy & Quality Support (Associate Level)

Help spot simple workflow gaps or areas where the team may need clarification or extra guidance.
Share observations that could help improve processes or reduce unnecessary escalations.
Assist with basic quality checks or reminders to help maintain consistency in Tier 2 case handling.

Career Stage:

Senior 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.

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.