Product Support Analyst

About Financial Express

FE is a leading provider of fund data in the UK and specialises in the collection, validation, dissemination and analysis of fund information within data feeds, documentation, web pages and Internet-based fund selection tools. FE supplies to more than half of all UK Fund Management Companies, providing value-for-money solutions which emphasise on a flexible, reliable and customer-driven approach. FE is a fast growing company with operations in London and Woking (both in the UK), Chennai (India), Hong Kong, Brno (Czech Republic), Singapore & Australia. FE is also engaged in building of software tools, research centres, document production platforms and advanced analytical products for data vendors, institutions, financial advisers enabling them to retrieve and analyse data in forensic detail. For further details, please visit www.financialexpress.net

Location

Chennai

Salary (INR)

NA

Experience

1 - 5 years

Education

OTHER

Mandatory Skills

EXCELLENT COMMUNICATION SKILLS 9
EXPERIENCE WORKING WITH OVERSEAS CLIENTS 6

Job Description

Position Summary:
The candidate will be working in the Client Support team which will be responsible for handling customer calls/queries by working closely with in-house data teams to bring about speedy resolutions to client enquiries.
As part of the knowledge transfer process, the candidate, on selection, may be required to travel to FE's UK office and hence must be holding a valid passport.

Key Responsibilities:
  • Receive a large volume of customer issues through calls/mails, track them using a triage software and follow up for their early resolution by working with internal technical teams by following a well-defined, efficient process.
  • Respond to varied client queries based on their priority and urgency levels on a daily basis by identifying the cause and providing appropriate resolution.
  • Alert internal departments when issues are identified and follow up to ensure quick resolution.
  • Proof-read queries resolved by the internal departments.
  • Provide first line support for clients from Hong Kong, Singapore, Australia, New Zealand, UK etc.

Key Technical Skills:
  • Experience managing client issues based on criticality and priority using a triage software.
  • Good knowledge of MS Office.

Beneficial Technical Skills:
  • Knowledge of the financial domain in general and fund data in particular will be an added advantage

Key Behavioural Skills:
  • Excellent communication and other business skills
  • Error-free and accent-neutral English diction
  • Ability to interact and work with overseas clients
  • Team player skills
  • Ability to achieve the defined SLA standards with regard to turn-around-time, work quality, accuracy etc. and maintain them throughout one's tenure.

Additional Information

  • Job Type   :  Full Time
  • Education   :  Other