Customer Support Analyst with German

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. We are currently recruiting for a Customer Support Analyst to join our team in Luxembourg. 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. As a "Customer Support Analyst " you will be based in Luxembourg and you will be part of a global team, spread across Chennai and Luxembourg. You will report to the team management within our Chennai operations and works closely with that team and other functions within the business. **Requirements**: **Your key responsibilities as a Customer Support Analyst will be**: - **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. **To join us as a **Customer Support Analyst **you will need the following experience and skills**: - Excellent communication skills in English and German, any other language is an additional asset - Understanding of the fund industry would be an advantage - Effective Communications / Stakeholder management skills: - Presenting and influencing credibly and effectively at all levels of the organization. - Managing internal stakeholder - Excellent listening, negotiation and presentation skills - Excellent verbal and written communications skills - Ability to challenge effectively - Professional curiosity, proactive and resourceful - Self-motivated and able to thrive in a data-driven environment - Team Player with the ability to adapt / “can do” attitude - Effective Time Management - Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations **Benefits** **By joining the team as a **Customer Support Analyst, **you will be offered the following**: - Brand new office facility - Subsidised car parking - Complimentary healthcare for employees (can add family members) - Pension plans - Fruits/ healthy snacks in the pantry - Lunch vouchers at 10.80 Euros - Holiday purchase option - up to 5 days per calendar year - Sponsored learning and development, including formal qualifications - Team Building Activities - Full home working equipment - Flexible home and office working - Full LinkedIn Learning access - Joining a sustainable business that cares for the environment and people - Opportunities to give back to our local communities through volunteer days - Options to join and lead diversity and inclusion initiatives - Become part of Charity Challenges for raising money for charities selected by employees - Whole office social events