Product Support Representative Senior
1 month ago
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Computer ScienceTravel Percentage :
0%JR0264910 Product Support Representative Senior - IntelliMatch Support
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:Â
- 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 â desirable
- Advanced knowledge of working with DIM (IntelliMatch) and/or PIM (IntelliTracs) (at least 4-5 years of experience with these applications)
- At least 5 yearsâ experience of Product Support or client facing experience with a focus on Product support
- Ability to understand SQL statements (joins, updates, scripts for analysis, etc.) and DB objects
- Good exposure to various Ticketing Tools such as TeamSupport, TFS, ServiceNow
- Knowledge of Windows Operating Systems and/or Cloud Computing Architecture
Added bonus if you have:
- Excellent oral and written communications skills
- Good analysis and problem-solving capability
- 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
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