CAREERS

Product Support Analyst

The position is full-time and would be based at the company’s Chennai office. The successful applicant would have 1+ years of relevant experience and be responsible for handelling customer calls/queries by working closely with in-house date teams to bring about speedy resolutions to client enquiries. They will be responsible for users in all FE offices, covering UK, India, Czech Republic, Hong Kong and Australia.

09 July 2019


The position is full-time and would be based at the company’s Chennai office. The successful applicant would have 1+ years of relevant experience and be responsible for handelling customer calls/queries by working closely with in-house date teams to bring about speedy resolutions to client enquiries. They will be responsible for users in all FE offices, covering UK, India, Czech Republic, Hong Kong and Australia.

Position Summary:

The candidate will be working in the Client Support team which will be responsible for handling customer calls/queries by working closely with in-house data teams to bring about speedy resolutions to client enquiries.

As part of the knowledge transfer process, the candidate, on selection, may be required to travel to FE's UK office and hence must be holding a valid passport.

Key Responsibilities:

  • Receive a large volume of customer issues through calls/mails, track them using a triage software and follow up for their early resolution by working with internal technical teams by following a well-defined, efficient process.
  • Respond to varied client queries based on their priority and urgency levels on a daily basis by identifying the cause and providing appropriate resolution.
  • Alert internal departments when issues are identified and follow up to ensure quick resolution.
  • Proof-read queries resolved by the internal departments.
  • Provide first line support for clients from Hong Kong, Singapore, Australia, New Zealand, UK etc.

Key Technical Skills:

  • Experience managing client issues based on criticality and priority using a triage software.
  • Good knowledge of MS Office.
  • Beneficial Technical Skills:
  • Knowledge of the financial domain in general and fund data in particular will be an added advantage

Key Behavioural Skills:

  • Excellent communication and other business skills
  • Error-free and accent-neutral English diction
  • Ability to interact and work with overseas clients
  • Team player skills
  • Ability to achieve the defined SLA standards with regard to turn-around-time, work quality, accuracy etc. and maintain them throughout one's tenure.
  • Attention to detail and proven problem solving ability
  • Think out of the box and come up with alternative ideas / implementation to handle critical situations / issues
  • Customer focused, with a can-do attitude.
  • English language is essential, as will need to communicate with offices abroad in the UK, Czech Republic, Hong Kong and Australia

How to Apply

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If you have any questions regarding this job, please feel free to email india.jobs@financialexpress.net