Product Support Representative Ii

5 months 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**:
0%
**Product Support Representative (Night Shift)**

**About the Team**:
**What you will be doing**:

- ** Issue Resolution**: Identify and resolve problems reported by clients, following documented procedures and utilizing available resources and knowledge.
- ** Documentation**: Maintain accurate and detailed records of client interactions, issues, and solutions in the company's ticketing system (Service Now).
- ** Escalation**: Escalate complex or unresolved issues to the appropriate level of support according to established escalation paths.
- ** Product Knowledge**: Stay up-to-date on the organization's products, services, and technologies to provide accurate and relevant information to clients.
- ** Client Satisfaction**: Ensure a high level of client satisfaction by delivering exceptional support and maintaining a client-centric attitude.
- ** Adherence to SLAs**: Ensure compliance with Service Level Agreements (SLAs) and response times to meet or exceed customer expectations.

**What you bring**:

- Preferably experience with (entry level technical support) 3 to 5yrs experience
- ** Technical Skills**:

- Preferred if you know programs like CardPro Connect, VPM, QuickBase, Bastion Server (ADSI, CardPro Toolkit, Job Tracker).
- Ticket system experience
- Willing to work in night shift.
- Documenting client info - caller, issue, actions to be taken
- Troubleshooting experience, basic technical exp
- Time management skills, ensuring SLA is met, ability to prioritize tasks
- Self-starter, work independently but also is a team player
- Good oral/written communication**. **Clearly and effectively communicate product information to clients, both in written and spoken form.
- Add on/good to have: Prior finance/bank experience, handling batch processing errors

**What we offer you**
- A modern, international work environment and a dedicated and motivated team
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities
- Time to support charities and give back in your community
- A fantastic range of benefits designed to help support your lifestyle and wellbeing
- Great workspaces with dedicated and motivated colleagues
- A broad range of professional education and personal development opportunities
- A work environment built on collaboration, flexibility and respect.

**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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