Product Support Analyst
3 weeks ago
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 Suppport 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
- 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
What you can expect from joining our team
- Be part of the Global Data Operation team who is responsible for the core data collection & processing.
- Become a domain expert by increasing the knowledge of Mutual funds operations.
- Backed by a team of experts who will challenge your limits and support your aspirations in the fund data.
- Empowered with opportunities by communicating with our clients & colleagues across our companies.
- 24 days holiday
- Paid Study leave
- Enhanced paternity & maternity
- Statutory benefits like PF, Gratuity, etc.
- Flexible home and office working
- Support to set up home office
- Health cover with option to add family members
- Dedicated mental wellness helpline
- Annual health check up
- Meal cards
- Full Learning access
- A sustainable business that cares for the environment and our communities
- Opportunities to give back to local communities through volunteer days
- Options to join and lead diversity and inclusion initiatives
- Invitations to office social events and sport activities
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