Customer Support Executive - Product 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.

As an experienced 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. 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:

• Managing customer enquiries across multiple channels and ensuring timely resolution within SLAs.
• Investigating issues and fulfilling client requests to achieve first-hand resolution.
• Maintaining strong customer relationships through prompt, professional communication.
• Meeting performance metrics for accuracy, quality, and customer satisfaction.
• Upskilling on product knowledge and contributing to knowledge management resources.
• Collaborating with internal teams to ensure smooth case handling and communication.

You will need the following experience and skills to join us as a Product Support Analyst:

• You must have at least 2 years of experience in Service Desk, Application, or Customer Support roles.
• You will have a good understanding of MS Office tools.
• You should have general knowledge of the financial domain, with fund data as an added advantage.
• You must possess excellent English communication skills (verbal and written).
• You will have strong analytical and time management skills to handle changing priorities.

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

• 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 fefundinfo.com to find out more about life @ FE fundinfo!