French Product Support Analyst

Join Our Team as a French speaking 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.   

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 French Speaking 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 French and English languages. 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 include:

• Case Management: Triage, log, prioritise, and assign high volumes of customer queries across multiple channels. Own the case lifecycle through to timely, accurate resolution.
• Issue & Request Handling: Investigate and resolve issues with a focus on first-contact resolution. Coordinate with internal teams and keep users in the loop.
• Customer Experience: Deliver fast, friendly, and professional support. Be the reason customers feel valued.
• Performance: Hit SLAs, resolve issues efficiently, and deliver expert support that drives top satisfaction scores.
• Knowledge Sharing: Stay sharp—build deep product knowledge and contribute to team resources.
• Security Compliance: Follow all company security protocols to protect customer and business data.

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

• Minimum 2 years’ experience as a French-speaking Support Analyst within a Service Desk, Application, or Product Support team
• Proven ability to coordinate and interact with business users across multiple channels using a service desk platform

• Good understanding of MS office tools ​ 

• General knowledge of the financial domain and specifically, fund data is an added advantage​ 

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

• 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 now and we'll aim to get back to you with feedback within 5 working days.