Operations
Overview
Operations delivers the technological infrastructure of Bloomberg—everything sustaining the core efficiency and strength of our products and platforms. Teams include Global Customer Support (GCUS), Installations, Global Technical Support (GTEC), Information Systems Security, Information Systems, Field Services and Customer Account Management Systems.
In Operations, customer service pairs with cutting-edge technology to create logistical and technical solutions. We support clients 24/7 and across the globe, using advanced Bloomberg products.
Our work never stops. It’s relayed from region to region, keeping pace with the challenges of global business. Projects must be updated to the point where any teammate can solve a customer request at first glance. We facilitate strong cross-training between and among Operations businesses. For example, Global Customer Support will spend three consecutive job shadow days with Global Technical Support to gain an understanding of technical issues.
Who thrives here? Personable, technical people. Team players who don’t believe collaboration is a dirty word. Expectations are high for every project, and turnaround time is swift. That makes teamwork between and among businesses one of our key objectives.
Operations Business Areas:
Global Data developed the breakout Bloomberg Dividend Forecasting functionality to help financial market players who use dividends to make better decisions. Bloomberg's Dividend Forecasts have exploded in popularity by bringing increased accuracy and transparency to the area of corporate dividend projections.
- Global Technical Support (GTEC) – Solving software, hardware, biometric security and networking challenges 24/7.
- Global Customer Support (GCUS) – Dynamically supports our global clients with live customer service and general assistance.
- Installations – Project managers and on-site team responsible for getting clients up and running on Bloomberg.
- Networks – Delivers and supports connectivity on the largest private network in the world.
Business – Global Technical Support (GTEC)
Global Technical Support (or GTEC) keeps the living network connected. Our professionals utilize every aspect of advanced IT knowledge to troubleshoot challenges and convert feedback into enhancements.
We thrive in one of the fastest-paced cultures in the world, providing 24/7 guidance at the tail-end of the most accelerated software release cycle. That means you can’t be timid. New products and enhancements launch daily, which you are responsible to support. You have to step up and be heard to solve client issues.
GTEC serves both clients and colleagues, providing support of unmatched quality. Inquiries can come anywhere, from client CEOs to your colleague down the hall. Customers interact with GTEC via phone calls, IB chats and direct help tickets. Internal colleagues may communicate through tickets or internal department chats. Work occurs on- and off-site, in person and electronically. You’re multitasking every moment.
GTEC professionals perform under pressure. Our workstations simulate a trader’s desk with four flat panels, called the "Squat System." We deftly navigate unique client systems, which can include LED screens, dozens of HD panels, etc. Issues handled include Hardware, Software, Connectivity/Network, Login, Function Slowness, Mobile (BlackBerry, iPhone and Windows Mobile), Excel Addin (Desktop API) and Data Feeds, including Server API and Data License.
Who thrives here? Technical people, who can quickly break down knowledge to solve real challenges. GTEC has no escalation for customer support queries. We empower every GTEC associate to solve any customer problem.
Where does it get revolutionary? GTEC plays a huge role in aligning new products with new client needs. Every single day of the week, R&D; programmers and GTEC work together to turn customer feedback into enhancements and/or new functionality.
Business – Global Customer Support (GCUS)
Global Customer Support (GCUS) representatives dynamically support clients with live customer service and general assistance, handling 100% of the call volume that comes into Bloomberg.
At the heart of Bloomberg’s 24/7 solutions, GCUS supports the network by solving real-time client challenges in 30 different languages. Often representing a client’s first interaction with Bloomberg, our representatives display the highest levels of responsiveness. We’re known for our promptness, expertise and attentive demeanor.
GCUS fields questions quickly, answering client calls in .5 to .8 seconds on average. We share incoming call flow through a global "follow-the-sun" policy. This ensures that a GCUS representative is always available at a moment’s notice.
In addition, we commit to knowing every single Bloomberg product and service. When a client calls in, GCUS is trained to not only understand the request but also to respond and relay for an answer.
Who thrives here? Professionals with tact, focus and enthusiasm. People with a gift for anticipating client needs and orchestrating solutions. Entry-level colleagues gain insight into the structure of our organization, as well as an introduction to our products, services and clients.
We offer ongoing training throughout your time in the department to provide professional growth opportunities and expand knowledge of the organization. Career opportunities within the department can include Training, Mentoring, Language Captaincy and Team Leader roles.
Business – Installations
Installations is the front line when it comes to getting you up and running on Bloomberg. Our project managers and on-site professionals do what it takes to integrate Bloomberg products and solutions into our clients’ work environments.
In these high-visibility project roles, you’ll act as primary client contact. To complete projects with maximum efficiency, you’ll team with counterparts across regions. You’ll assist and advise on such issues as determining the best infrastructure for connectivity and ensuring that the process meets client demands.
To use a construction analogy: when building a house, you don’t approach a landscaper or carpenter individually. You approach a general contractor, who curates resources and makes the project happen. That’s the benefit of Installations: we streamline the full set of logistics required to get clients live on Bloomberg.
Every time a client purchases a Bloomberg desktop, relocates and/or converts hardware or software, it’s up to the Installation Coordinator to make the transition quick and seamless. From a Bloomberg perspective, Installations teams with more departments than any other Bloomberg business. We interact with Sales, Contracts, Accounting, Supply Chain, Networks and more.
Who thrives here? People with a passion for technology and a flair for customer service. Solid contributors with not only ideas but also the organizational skills and attention to detail to make them happen.