Product Support Representative III

4 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 Computer Engineering

Travel Percentage :

0%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 internet-based email or chat sessions.

• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.

• Documents customer information and recurring technical issues to support product quality programs and product development.

• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.

• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.

• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor's Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.)
GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Prior banking or finance related experiences a plus; personal banking experience preferred

• Documents client information and recurring technical issues to support product quality programs and product development

• Knowledge of FIS products and services

• Strong analytical skills

• Knowledge in programming, business analysis or implementation of software products

• Organizational and time management skills required

• Self-starter with proven ability to work independently

• Extremely comfortable working with computers and a variety of applications

• Excellent oral and written communications skills

• Strong problem solving skills
FIS JOB LEVEL DESCRIPTION
Career level professional role. Moderate skills with high level of proficiency. Handles calls more complex in nature. Possesses in-depth knowledge of one or more FIS products. Uses SQL, Crystal Reports, or report manager to build moderately complex reports. Researches technical issues and documents resolution. May look at or debug code using such languages as COBOL, XML. Writes simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on one or more projects as a team member or occasionally as a project lead. May coach junior staff. Works under general supervision with increasing latitude for independent judgment. Works on cases that last several hours to several days. May consult with senior peers on certain projects. Typically requires four or more years of demonstrated experience.

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.

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