Product Support Analyst - Chennai

The analyst 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.

07 September 2021

Chennai, India

Work Experience

Qualifications

Reporting to

Shift Schedule

2 Years to 5 Years

Undergraduate (any degree)

Department Manager

UK Shift / Australian Shift

Position Summary

The analyst 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.

 

Key Responsibilities

  • 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

Key Technical Skills

  • 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
  • Good understanding of MS office tools
  • General knowledge of the financial domain and specifically, fund data is an added advantage

 Key Behavioural Skills

  • Excellent English Communication skills (verbal & written) with accent neutral diction
  • 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

 

How to apply

Send in your applications to [email protected]