Product Support Representative Senior

1 month ago

Pune, India FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Engineering

Travel Percentage :

0%

JR0264888 Product Support Representative Senior

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, weâd like to ask you: Are you FIS?

About the role:.

Administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfies client needs

About the team: 

  • We are a client facing function, a first line of defense/interface into FIS eco system for our clients â to address Software/Infra issues, understand/clarify product behavior etc.
  • We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
  • Our role requirements ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
  • We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
  • We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
  • We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business

What you will be doing:

You would be part of the IntelliMatch Product Support team that would primarily be responsible to work on application/product issues reported for IntelliMatch and Payments Investigation. You would be expected to be work on such issues, be the Principal Point of Contact for key Asia and EMEA based clients and own all such issues during your shift.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

  • Own Client Tickets raised with DIM and PIM Support and work on them as per agreed SLAs towards issue resolution/escalation.
  • Play the role of a Functional cum Technical expert within the Support Team
  • Manage Relationship for key External/Internal clients
  • Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules
  • Document and Train the team and peers on key functional/technical concepts as required
  • Provide on-call support on Weekends on a rotational basis

What you will need:

  • Bachelorâs degree in Computer Science or related field
  • ITIL Basic certification - desirable
  • Advanced knowledge of working with IntelliMatch/Payment Investigation (PI) (preferably at least 4-5 years of experience with these applications)
  • Ability to understand SQL statements (joins, updates, scripts for analysis, etc.) and DB objects
  • Good knowledge of Windows, Systems, Fabric services
  • At least 3 yearsâ experience of Product Support or client facing experience with a focus on Product support
  • Excellent oral and written communications skills
  • Good analysis and problem-solving capability

Added bonus if you have:

  • Fluent in English
  • Self-starter but team mindset - work as part of a global team
  • Customer service and team focus
  • Ability to work effectively with minimum supervision with a strong sense of ownership

What we offer you:
At FIS, you can learn, grow and make an impact in your career.

  • Extensive Health Benefits Program along with the Family Protection Plan
  • Best-in-class career mobility options across the globe
  • Award-winning learning offerings for career development
  • Adaptable home - office work model
  • Opportunity to work with global teams and clients

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

  • Production Support-Senior

    3 weeks ago

    Pune, Maharashtra, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0%Job Description6+ Year –Production Support (AWS Fundamentals, Terraform, Change & Release Management) Pune Location, 24*7 ShiftAbout this team: At FIS we are looking for a Product Support Representative to...

  • Product Support Representative Ii

    5 days ago

    Pune, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the...

  • Senior Production Support

    4 weeks ago

    Pune, India Virtusa Full time

    Senior Production Support - CREQ185698 Description 1. Experience 6 Years working as Production Support Consultant with exposure working on Windows server Microsoft technologies with hands on experience in troubleshooting deployment of packages in windows server. 2. Should have fair knowledge of IIS server, deploying packages on IIS server, checking the logs,...

  • Senior Production Support

    4 weeks ago

    pune, India Virtusa Full time

    Senior Production Support - CREQ185698 Description 1. Experience 6 Years working as Production Support Consultant with exposure working on Windows server Microsoft technologies with hands on experience in troubleshooting deployment of packages in windows server.2. Should have fair knowledge of IIS server, deploying packages on IIS server, checking the logs,...

  • Product Support Executive

    6 days ago

    Pune, India Practice League Full time

    We are looking for smart, passionate members with good communication skills for our product support team. As part of the product support team, you will resolve client issues, provide them with assistance in configuring and using our products. Roles and Responsibilities: - Provide excellent Client service in a proactive, timely and efficient manner. - Take...

  • Product Support Executive

    4 weeks ago

    Pune, India Practice League Full time

    We are looking for smart, passionate members with good communication skills for our product support team. As part of the product support team, you will resolve client issues, provide them with assistance in configuring and using our products. Roles and Responsibilities: - Provide excellent Client service in a proactive, timely and efficient manner. - Take...

  • Senior Product Manager

    6 days ago

    pune, India ConnectWise Full time

    Senior Product Manager- BCDR/Data ProtectionPune/Mumbai (Hybrid)7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have.Summary:The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications, managing...

  • Senior Product Manager

    2 days ago

    Pune H.O, India ConnectWise Full time

    Senior Product Manager BCDR/Data Protection Pune/Mumbai (Hybrid) 7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have. Summary: The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications, managing...

  • Product Support Representative Iii

    2 weeks ago

    Pune, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Bachelor of Commerce/Business Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people...

  • Customer Support Representative

    6 days ago

    Pune, India Bitagridiron Full time

    Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Keeping records of customer interactions,...

  • Production Support

    3 weeks ago

    Pune, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0%Job Description6+ Year –Production Support (AWS Fundamentals, Terraform, Change & Release Management) Pune Location, 24*7 ShiftAbout this team: At FIS we are looking for a Product Support Representative...

  • Product Support Representative

    4 weeks ago

    Pune, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf of Hard of Hearing Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ,...

  • Senior Product Manager

    6 days ago

    Pune, India ConnectWise Full time

    Senior Product Manager- BCDR/Data ProtectionPune/Mumbai (Hybrid)7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have.Summary:The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications, managing...

  • Senior Product Manager

    6 days ago

    pune, India ConnectWise Full time

    Senior Product Manager- BCDR/Data Protection Pune/Mumbai (Hybrid) 7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have. Summary: The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications,...

  • Senior Product Manager

    6 days ago

    Pune, India ConnectWise Full time

    Senior Product Manager- BCDR/Data ProtectionPune/Mumbai (Hybrid)7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have.Summary:The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications, managing...

  • Senior Product Manager

    6 days ago

    pune, India ConnectWise Full time

    Senior Product Manager- BCDR/Data Protection Pune/Mumbai (Hybrid) 7+yrs Overall Experience and Recent Experience in BCDR/Data Protection, or Cloud security is a MUST have. Summary: The Product Manager is responsible for the planning and execution of ConnectWise platforms, from gathering requirements, designing technical and functional specifications,...

  • Product Support Representative Specialist

    2 weeks ago

    Pune, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 5 - 10%GENERAL DUTIES & RESPONSIBILITIES • Provides in-depth product support to FIS clients by resolving incoming inquiries. • Responds to customer product inquiries via telephone or in...

  • Product Support Representative Specialist

    2 weeks ago

    Pune, Maharashtra, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 5 - 10%GENERAL DUTIES & RESPONSIBILITIES• Provides in-depth product support to FIS clients by resolving incoming inquiries.• Responds to customer product inquiries via telephone or in written...

  • Product Support Representative Iii

    6 days ago

    Pune, India Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the...

  • Intermediate Representative, Compliance

    4 weeks ago

    Pune, India The Bank of New York Mellon Corporation Full time

    Supports the day-to-day efforts related to assessing whether assigned areas are in compliance with relevant laws, rules, regulations and policies and that control mechanisms are being deployed as expected. Under moderate supervision, assists with the monitoring and reporting of established controls and the implementation of new control procedures in response...