Product Support Analyst (German)
FE fundinfo, India
Job 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.
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 FEfundinfosoftwareproducts for a wide range of financial market clients with a primary focus on the fund data valuechain.
About the role
As an experiencedGerman Speaking product support analystyou will be responsible foreffective and efficient handling of customer support service offered through calls, emails, chatsand online customer portal inGerman and English languages. Be a critical point of contact forthe end users of the FEfundinfoproducts/services in order to resolve issues and requests at thefirst level. Mediate communication with the data and technical teams for the resolution asrequired. Must hold valid passport, as the analyst may be required to travel to global offices aspart 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 voluminouscustomer 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 highestaccuracy levels
Issue and Request Management:Effective primary and secondary investigation of casesreported to achieve first handresolution; Fulfilment of client request within the scope ofclient operations; Manage internal communication with the resolver teams, provide activeuser notifications wherever required
Customer Relationships:Respond promptly to all queries from customers, thus positivelyimpacting customer experience; ensure a friendly, open, professional etiquette is maintainedalways; practice a strong customer-centric approach
Performance: Meet defined service level agreement for response and resolution of requestsand issues; Ensure expert product support service is offered that would allow positivecustomer satisfaction survey comments and ratings; Meet defined first-hand resolutions byexcelling in the product knowledge
Knowledge Management:Continuously up-skill on the product knowledge and relatedmarket 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 German speaking support analyst as a part of Service Desk/ Application/Product Support teamthat involves co-ordination and interaction with business users via different mode ofcommunication 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 German amp; English Communication skills (verbal amp; 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 theinternal and external teams
- You will ideally have the ability to achieve the defined performance metrics in terms of SLAs, TAT, Quality, APT andfirst-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 amp; 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 Cha