Data Support Analyst

FE fundinfo is a global leader in investment fund data and technology.  We are proud of our vast, diverse, and highly skilled team, who help to make our industry Better Connected and Better Informed.   

The Client Experience team plays a pivotal role in collaborating with business development and account managers throughout the client's journey. As one of the most substantial divisions at FE fundinfo, the Client Experience department is tasked with the effective execution of projects within the company's portfolio. Encompassing client support, data support, GFRS, managed services and the client success team, our objective is to provide unparalleled client service. The function of Client Experience is to guarantee that our clients receive the utmost value and satisfaction from our products and services.

As an data support analyst, you will be responsible for effective and efficient handling of customer support service offered through emails and online customer portal in English language. Be a critical point of contact for the end users of the FE fundinfo products/services in order to resolve fund data related issues and requests at the first level. Mediate communication with the data operations and product support teams for the resolution as required. ​

Your key responsibilities as a Data Support Analyst will be to:

• 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 fund data related 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 data 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 fund data knowledge and related market topics; contribute to the knowledge management articles to the Service portal   
• Security: To adhere to all general security responsibilities as documented in the company security policy 

To join us as a Data Support Analyst you will need the following experience and skills:

• 0-1 year experience as part of data processes/ data entry/ contact center, that involves co-ordination and interaction with business users via different mode of communication using a service desk tool/system ​ 
• Good understanding of MS office tools ​ 
• General knowledge of the financial domain and specifically, fund data is an added advantage​

Personal Competencies: 

• Good English Communication skills (verbal & written) with accent neutral diction ​ 
• Strong willingness to learn and adapt to changes​ 
• Very strong analytical skills and the ability to solve a problem quickly ​ 
• Strong time management and the ability to manage changing priorities ​ 
• Ability to work collaboratively and flexibility to multi- task ​ 
• Ability to talk to international customers and establish a good working relationship with the internal and external teams 
• Ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT and first-hand resolution ​ 
• Open to work in shifts that's aligned to our client locations in Europe and APAC

By joining the team as a Data Support Analyst, you will be offered the following:

• 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.
• 24 days holiday
• Paid Study leave
• Enhanced paternity & maternity
• Statutory benefits like PF, Gratuity, etc
• Support to set up home office
• Health cover with option to add family members
• Annual health check up
• Meal cards
• Full LinkedIn Learning access 

Apply today for immediate consideration and we will endeavour to get back to you within 5 working days. Visit our Glassdoor profile or to find out more about life @ FE fundinfo