Product Support Analyst

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.

Operations is the largest function within FE fundinfo. With customer support and data teams housed here, we aim to deliver first class customer service and ensure a consistent level of data quality and integrity is provided to our customers. Supported by our Customer Support team, the operations function ensures our customers get the best possible experience from the products and services they receive.

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

To join us as a Product Support Analyst you will need the following competency requirements

By joining the team as a HR Manager, you will be offered the following:

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!