Customer Support Analyst

Rated 4.3 on Glassdoor, with a 95% CEO approval rating

Role: Customer Support Analyst

Location: Luxembourg

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. 

What you can expect from joining our team

• Brand new office facility
• Subsidised car parking
• Extra days of leave for seniority (1 per 5 years)
• Complimentary healthcare for employees (can add family members)
• Pension plans
• Fruits/ healthy snacks in the pantry
• Lunch vouchers at 10.80 Euros
• Holiday purchase option – up to 5 days per calendar year
• Sponsored learning and development, including formal qualifications
• Team Building Activities
• Full home working equipment
• Flexible home and office working
• Full LinkedIn Learning access
• Joining a sustainable business that cares for the environment and people
• Opportunities to give back to our local communities through volunteer days
• Options to join and lead diversity and inclusion initiatives
• Become part of Charity Challenges for raising money for charities selected by employees
• Whole office social events
• Sport activities

Operations at FE fundinfo

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.

Overview:

The role will be based in Luxembourg and is part of a global team, spread across Chennai and Luxembourg. The role reports into the team management within our Chennai operations and works closely with that team and other functions within the business.

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.

Customer Support Responsibilities:

• Case Management: Log, classify, evaluate, prioritize and assign 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 on the Service portal

Skills Requirements:

• Fluent in written & spoken German and English 
• Solid experience in a service/product/application support team,
• Understanding of the fund industry (desirable)
• Effective Communications / Stakeholder management skills:

• Presenting and influencing credibly and effectively at all levels of the organization.
• Managing internal stakeholder
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Ability to challenge effectively

• Professional curiosity, proactive and resourceful
• Self-motivated and able to thrive in a data-driven environment
• Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations
• Effective Time Management
• Team Player with the ability to adapt / “can do” attitude

Software Requirement:

• Must be proficient with basic Microsoft Office 365 Suite
• Salesforce (desirable)
• AWS (desirable)

What our people across the globe say about FE fundinfo 

“Fast-paced like a start-up, challenging and interesting”

“Great work / life balance in a flexible and supportive atmosphere”

“Working on the latest tech in a quickly evolving environment”

“Sense of togetherness even when working virtually”

“Highly varied tasks with many avenues to explore”

“Multicultural feel, open and inclusive”

“Incredible breadth of expertise – really enjoying the collaboration and knowledge sharing”

“A place to grow along with the company”

Want to know more about Life @FEfundinfo? Visit our Glassdoor profile and fefundinfo.com

Have we sparked your interest?

To make further enquiries or apply please contact:

[email protected] 

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