Product Support Analyst (Client Services)

About FE Fundinfo

As part of a multibillion-pound equity business owned by HG Capital, FE FundInfo is the leading provider of fund data in the UK and specializes in the collection, validation, dissemination and analysis of fund information within data feeds, documentation, web pages and Internet-based fund selection tools. FE FundInfo is an aggressively growing company, through either sales or acquisitions, with operations currently in the UK, Chennai, Hong Kong, Brno, Singapore, Zurich, Luxembourg and Australia. Technology is at the center of FE FundInfo and how it delivers investment fund data and advice to global clients. The infrastructure team is the foundation for technical and service delivery, ensuring services for both internal and external customers, ensuring fast, efficient and reliable services. The office in Chennai is the heart of technology for FE FundInfo, with a clear vision to continue to expand and grow, aiming to be one of India's top tech companies in the next 3 years. FE FundInfo is also engaged in the building of software tools, research centers, document production platforms and advanced analytical products for data vendors, institutions and financial advisers enabling them to retrieve and analyze data in forensic detail.

Location

Chennai

Salary (INR)

NA

Experience

1 - 5 years

Education

NA

Mandatory Skills

EXCELLENT COMMUNICATION SKILLS 9
EXPERIENCE WORKING WITH OVERSEAS CLIENTS 6

Job Description

Product Support Analyst

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