Product Support Analyst
2 weeks ago
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 levelsIssue 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 requiredCustomer 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 approachPerformance : 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 knowledgeKnowledge Management : Continuously up-skill on the product knowledge and related market topics; contribute to the knowledge management articles to the Service portalTo join us as a Product Suppport Analyst you will need the following key technical skillsYou 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/systemYou must have good understanding of MS office toolsYou must have a general knowledge of the financial domain and specifically, fund data is an added advantage
To join us as a Product Support Analyst you will need the following competency requirementsYou must have excellent English Communication skills (verbal & written)You ideally will have very strong analytical skills and the ability to solve a problem quicklyYou will have strong time management and the ability to manage changing prioritiesYou should have the ability to work collaboratively and flexibility to multi- taskYou ideally will have the ability to talk to international customers and establish a good working relationship with the internal and external teamsYou must have the ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT and first-hand resolution
Professional BenefitsWhat you can expect from joining our teamBe 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.
Leave, Personal & Family Benefits24 days holidayPaid Study leaveEnhanced paternity & maternityStatutory benefits like PF, Gratuity, etc.
Health and WellbeingFlexible home and office workingSupport to set up home officeHealth cover with option to add family membersDedicated mental wellness helplineAnnual health check upMeal cards
As Part Of Our Global Team You Will HaveFull
Learning accessA sustainable business that cares for the environment and our communitiesOpportunities to give back to local communities through volunteer daysOptions to join and lead diversity and inclusion initiativesInvitations to office social events and sport activities
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
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