Product Support Representative Ii

7 months 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**:
0%
**IntelliMatch Support : 1 to 4 years : Morning & Afternoon Shifts : Pune**

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 empower us, and webelieve in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

**About the team**

FIS IntelliMatch Operational Control is a suite of reconciliation solutions that incorporates enterprise reconciliation, Nostro reconciliation, confirmation matching, ATM reconciliation, payments investigation and exception management software, plus derivatives reconciliation, business intelligence and workflow solutions.

We are looking for a** Product Support Representative **to join our team in Pune who will provide support to IntelliMatch Clients globally.

**What you will be doing**:
**Issue Management of issues logged with Client Services** that includes;
- Accurate and timely logging of issues
- Prioritize issues according to set guidelines
- Issue investigation and resolution
- Issue escalation where required - both internally and externally with customer
- Manage expectations with the client around timelines, support approach and status
- Organize WebEx sessions / Conference Calls for issue investigation and resolution.
- Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules
- Become mentor for juniors within the team for IntelliMatch/Domain related functionality
- Ability to work under pressure, both in terms of deliverable deadlines, but also in communication with clients under difficult situations.

**What you bring**:

- **Understand Database objects such as stored procedures, database views and database structure**
- Ability to understand working of multi-tier environments, public/private clouds
- Experience around Crystal Report / Business Objects Reports / SSRS is preferred
- ** Representative of Pune-based support team requiring to work in ASIA and EMEA Shift. (Possibility of working on Sunday and/or Rotational on-call on Saturday)**
- Excellent interpersonal and communication skills. Effective communication both verbal and written.
- Good issue management and call tracking experience.
- Excellent analysis, and problem-solving capability- Ability to build and maintain strong client relationships with his functional/technical expertise- Ability to follow established processes and procedures
- Should be able to resolve technical issues or at least propose workarounds independently (such as for issues related data issues, new solutions, alternate approaches)

**What we offer you**
- An exciting opportunity be a part of World’s Leading FinTech Product MNC
- To be a part of vibrant team and to build up a career on core banking/payments domain
- Competitive salary and attractive benefits including GHMI/ Hospitalization coverage for employee and direct dependents
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A broad range of professional education and personal development possibilities - FIS is your final career step

**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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