Product Support Analyst (French)

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.

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.

Our Client Services teams comprises of product support specialists of FE fundinfo software products for a wide range of financial market clients with a primary focus on the fund data value chain.

About the role

As an experienced French Speaking 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 in French and English languages. 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 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 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 Support Analyst you will need the following experience and skills:

• You will have minimum 2 Years of experience as French speaking support analyst as a 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 will ideally have general knowledge of the financial domain and specifically, fund data is an added advantage
• You must have excellent French & English Communication skills (verbal & written) with accent neutral diction
• You will have very strong analytical skills and the ability to solve a problem quickly
• you must have the ability to talk to international customers and establish a good working relationship with the internal and external teams
• You will ideally have the ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT and first-hand resolution

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

• 24 days of Annual leave
• Paid Study leave
• Enhanced paternity & maternity
• Statutory benefits - top end 12% PF and Gratuity
• Flexible home and office working
• Support to set up home office
• Medical insurance cover with option to add family members
• Dedicated emotional wellness care for all employees
• Annual health check up
• Pre-paid benefit cards

In addition, you will have the opportunity to work for a company that values Trust, Connectivity and Innovation. In line with our core values, you can also expect the following:

• Full LinkedIn Learning access
• A sustainable business that cares for the environment and our communities
• Opportunities to give back to local communities through volunteer days
• Becoming a part of Charity Challenges for raising money for charities selected by employees
• Options to join and lead diversity and inclusion initiatives
• Invitations to office social events and sport activities