Product Support Analyst

Job Description

FE fundinfo is a global leader in investment fund data and technology. We are proud of our vast, diverse, and highly skilled team, who help to make our industry Better Connected and Better Informed. As an experienced product support analyst you will be responsible for effective and efficient handling of customer support service offered through calls, emails, chats and online customer portal. Be a critical point of contact for the end users of the FE fundinfo products/services in order to resolve issues and requests at the first level. Mediate communication with the data and technical teams for the resolution as required. Must hold valid passport, as the analyst may be required to travel to global offices as part of the knowledge transition process. Your key responsibilities as a Product Support Analyst will be: Case Management: Log, classify, evaluate, prioritize and assignment of voluminous customer enquiries and issues reported through calls, emails, chats and customer portal; Manage the case life cycle from triage to resolution within the agreed SLA, at highest accuracy levels Issue and Request Management : Effective primary and secondary investigation of cases reported to achieve "first hand resolution"; Fulfilment of client request within the scope of client operations; Manage internal communication with the resolver teams, provide active user notifications wherever required Customer Relationships : Respond promptly to all queries from customers, thus positively impacting customer experience; ensure a friendly, open, professional etiquette is maintained always; practice a strong customer-centric approach Performance : Meet defined service level agreement for response and resolution of requests and issues; Ensure expert product support service is offered that would allow positive customer satisfaction survey comments and ratings; Meet defined first-hand resolutions by excelling in the product knowledge Knowledge Management : Continuously up-skill on the product knowledge and related market topics; contribute to the knowledge management articles to the Service portal To join us as a Product Support Analyst you will need the following key technical skills You ideally will have minimum 2 Years of experience as part of Service Desk/ Application/Product Support team that involves co-ordination and interaction with business users via different mode of communication using a service desk tool/system You must have good understanding of MS office tools You must have a general knowledge of the financial domain and specifically, fund data is an added advantage To join us as a Product Support Analyst you will need the following competency requirements You must have excellent English Communication skills (verbal & written) You ideally will have very strong analytical skills and the ability to solve a problem quickly You will have strong time management and the ability to manage changing priorities You should have the ability to work collaboratively and flexibility to multi- task You ideally will have the ability to talk to international customers and establish a good working relationship with the internal and external teams You must have the ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT and first-hand resolution By joining the team as a Product Support Analyst, you will be offered the following: Become a domain expert by increasing the knowledge of Mutual funds operations. 24 days holiday Paid Study leave Enhanced paternity & maternity Statutory benefits like PF, Gratuity, etc Support to set up home office Health cover with option to add family members Annual health check up Meal cards Full LinkedIn Learning access Apply today for immediate consideration and we will endeavour to get back to you within 5 working days. Visit our Glassdoor profile or fefundinfo.com to find out more about life @ FE fundinfo! Show more Show less