Client Support Analyst

Join a high-performing global Client Experience team where you’ll play a key role in supporting specialist financial products, solving complex client queries, and delivering outstanding service across international markets.

We are hiring for multiple positions at both mid-level and senior-level within our Client Support team, and all applicants will be assessed for the level that best aligns with their experience.

This is a fully on-site role, based in the office five days a week and delivered through a shift rotation. It also includes occasional weekend work and on-call responsibilities. You will engage across multiple communication channels, work closely with technical and data teams, and have opportunities to contribute to projects, knowledge transfers, and continuous learning initiatives.

There is also the possibility of international travel for training and knowledge transition activities.

Your key responsibilities as a Client Support Analyst or Senior Client Support Analyst will include:

• Managing customer enquiries across calls, emails, and chats, ensuring accurate logging, classification, and resolution within agreed SLAs.
• Investigating and resolving issues at the first level wherever possible, while coordinating with internal teams for cases needing deeper analysis or escalation.
• Communicating clearly and professionally with clients, maintaining strong customer relationships and delivering a consistently positive experience.
• Contributing to product and data knowledge by maintaining documentation, supporting knowledge-management activities, and continuously upskilling.
• Supporting ongoing client operations, including configuration tasks, request fulfilment, and ensuring smooth execution of internal and external processes.
• (Senior Analysts) Managing specialist workflows, preparing and publishing documents or reports, leading client interactions, and guiding junior colleagues where required.

You will need the following experience and skills to join us as a Client Support Analyst or Senior Client Support Analyst:

• You must have 2+ years of experience working in a customer support, service desk, application support, or product support function using a CRM tool.
• You will have strong proficiency in MS Office tools and the ability to learn new systems quickly.
• You should bring excellent English communication skills, with the confidence to engage with international clients across different channels.
• You must demonstrate strong analytical and problem-solving capabilities, with the ability to prioritise and manage changing workloads.
• You will benefit from general knowledge of the financial domain or fund data, although this is an advantage rather than a requirement.

(Note: Senior-level applicants should have 3–5 years of experience and demonstrated capability in managing specialised tasks, client relationships, and independent delivery.)

FE fundinfo is a leading financial data provider, connecting the investment industry across the UK, Europe, and Asia-Pacific through an integrated platform. Our skilled team empowers clients with data-driven insights, making the industry Navigate Complexity with Confidence!

You’ll join a diverse and supportive global organisation where collaboration, learning, and continuous improvement are at the heart of how we work. Our Client Experience teams operate in a dynamic environment with seven-day service coverage, offering rotational days off during the week. You’ll be supported with training, encouraged to expand your product knowledge, and may have opportunities to travel internationally for knowledge-transfer activities. We value curiosity, teamwork, and a client-first mindset, and we provide an environment where your contributions directly enhance client satisfaction and operational excellence.

Our benefits

• Enjoy 24 days of annual leave for a balanced work-life experience.
• Take advantage of paid study leave to pursue your educational goals.
• Enhanced paternity and maternity leave to support your growing family.
• Benefit from top-end statutory benefits, including a 12% PF and gratuity.
• Experience flexible home and office working for a personalized work routine.
• Receive support to set up your home office for maximum productivity.
• Stay covered with medical insurance for you and your family.
• Access dedicated emotional wellness care for all employees
• Ensure your health with an annual health check-up.
• Enjoy added perks with pre-paid benefit cards.

Shift Structure

• 1st Shift: 4:30 AM – 1:30 PM IST
• 2nd Shift: 1:30 PM – 10:30 PM IST
• 3rd Shift: 3:30 PM – 12:30 AM IST
• On-Call Requirements: 12:30 AM – 4:30 AM IST (support provided from home)

Apply now, and we'll aim to get back to you with feedback within 5 working days.