Product Support Analyst

7 days ago


Delhi, Delhi, India Fefundinfo Full time

FE fundinfo is a leading global company in investment fund data and technology.

We take pride in our large, diverse, and highly skilled team, who play a key role in keeping our industry Better Connected and Better Informed.

Operations is the biggest department at FE fundinfo.

It houses customer support and data teams, working together to provide top-notch customer service and maintain a high standard of data quality for our customers.

With the support of our Customer Support team, the operations department ensures that our customers have a great experience with our products and services.

As an experienced product support analyst, you will be in charge of efficiently handling customer support services through various channels like calls, emails, chats, and online customer portal.

You will be a crucial point of contact for end users of FE fundinfo products and services, resolving issues and requests at the initial level and liaising with data and technical teams when needed.

The role may require travel to global offices as part of knowledge transfer.


Your key responsibilities as a Product Support Analyst will include:

  • Case Management:Log, evaluate, and prioritize customer enquiries and issues, managing their resolution within agreed timeframes
  • Issue and Request Management:Investigate reported cases for swift resolution and fulfil client requests
  • Customer Relationships:Respond promptly and professionally to customer queries, maintaining a customer-centric approach
  • Performance:Meet service level agreements and ensure high customer satisfaction
  • Knowledge Management:Stay updated on product knowledge and contribute to knowledge articles

Requirements for the role:

  • Minimum 2 years experience in Service Desk/Support team
  • Proficiency in MS Office tools
  • Understanding of financial domain, fund data knowledge is a plus
  • Excellent English communication skills
  • Strong analytical and time management skills
  • Ability to work collaboratively and adapt to changing priorities

Professional Benefits:

  • Development opportunities in global data operations
  • Become an expert in mutual funds operations
  • Engage with a team of experts and expand your knowledge in fund data
  • Empowered with communication opportunities across different teams

Leave, Personal & Family Benefits:

  • Generous holiday entitlement
  • Paid study leave
  • Enhanced paternity/maternity leave
  • Statutory benefits and health cover
  • Support for flexible working arrangements
  • Wellbeing support including mental wellness helpline and health check-ups
  • Meal cards for added convenience

Global Team Inclusions:

  • Access to LinkedIn Learning
  • Commitment to environmental and community care
  • Opportunities for community engagement and diversity initiatives
  • Participation in social and sport events

If you are interested in joining our team, apply today for consideration. We aim to respond within 5 working days.


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