Senior Product Support Analyst at FE fundinfo

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Case Management, Issue Resolution, Request Management, Product Coding, Configuration, Data Analysis, SLA Management, Customer Relationship Management, Product Knowledge, Database Flows, Product Admin Enablement, Knowledge Management, MS Office, Analytical Thinking, Problem-Solving, Communication

Industry

Financial Services

Description

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 experienced senior 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 English language. 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 Senior Product Support Analyst will include: Case Management: Log, classify, assess, prioritize, and assign high volumes of customer enquiries from multiple channels. Identify issues related to product coding, configuration, network, infrastructure, data issues or user error. Manage cases from triage to resolution within SLA, ensuring accuracy. Address complex data and product queries for clients such as Data Providers, Asset Managers, DFMs, and IFAs. Issue and Request Management: Conduct primary and secondary investigations of reported cases to facilitate resolution; complete client requests within the designated operational scope; coordinate internal communication with resolver teams and provide user notifications as necessary. Possesses knowledge of FE fundinfo products and services relevant to client groups. Familiarity with database flows, including provenance, dB finex, and pricing and performance processing across different solutions. Product admin enablement: As a senior product support analyst, collect requirements for set up and onboarding of products and services offered by FE FI and gain knowledge in config set ups and admin tool management of specific products under scope for Client support team. This includes changes to the set up/config that are both chargeable and non-chargeable. Customer Relationships: Understand the customer business requirements and pain points; 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. Collaborate with client delivery teams and gain hands-on experience in solving key problems with clients. Performance: Provide guidance to new team members on basic investigation skills and assist with complex queries handled by junior analysts. Adhere to established service level agreements for response and resolution times; deliver product support as required to meet customer satisfaction survey standards; achieve targets for first-hand resolutions through strong 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; Up-skilled on all products and services offered by FE fundinfo specific to the client categories You will need the following experience and skills to join us as a Senior Product Support Analyst: You have 1.5–2 years’ experience in product support within client services, or 3–5 years in data management and are confident handling operational enquiries end‑to‑end. You are expert in MS Office tools and use them to analyze, document, and communicate with precision. You communicate clearly in English (verbal and written) with a friendly, professional tone across global stakeholders. You bring strong analytical thinking and problem‑solving skills, with the ability to prioritise and manage changing workloads. You are comfortable working with FE fundinfo’s internal tools and applications to troubleshoot client issues and contribute to secure, high‑quality delivery Benefits Enjoy 24 days of annual leave for a balanced work-life experience. Take advantage of paid study leave to pursue your educational goals. Enhanced paternity and maternity leave to support your growing family. Benefit from top-end statutory benefits, including a 12% PF and gratuity. Experience flexible home and office working for a personalized work routine. Receive support to set up your home office for maximum productivity. Stay covered with medical insurance for you and your family. Access dedicated emotional wellness care for all employees. Ensure your health with an annual health check-up. Enjoy added perks with pre-paid benefit cards. 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!

Responsibilities

The Senior Product Support Analyst will manage high volumes of customer inquiries via multiple channels, logging, classifying, and resolving issues related to product coding, configuration, data, or user error within service level agreements. Key duties also involve conducting primary and secondary investigations, coordinating with technical teams, and handling complex data and product queries for various client types.