Product Support Representative

**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**

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 we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

**About the team**

We are looking for experienced Support Staff to provide** product support for FIS GETPAID, a fully integrated, web-based accounts receivable software solution**. The staff from this team will be responsible for providing support coverage to FIS clients using this product independently or as part of a Integrated. **The team will work in rotational shifts (APAC, EMEA and occasionally US Busines hours) during weekdays and provide seamless coverage to such clients and products.** This role will require interacting directly with clients via agreed Ticketing tools, phone calls as well as coordinating with internal stakeholders such as Other Product Support teams, IT Operations teams, PS and Development teams etc.

**What you will be doing**

Your main responsibilities would be to be the first point of contact for all client requests raised for FIS GETPAID.
- Responsible for resolving functional and technical questions or issues encountered at client sites. This includes collaboration with other service areas if appropriate, follow up, testing and troubleshooting. Serves as primary support liaison between company and customer providing quality service.
- Responsible for entering all issues into our issue tracking system with detailed information and following up with clients.
- Escalate issues if unable to resolve within defined time frames.
- Responsible for identifying and documenting product defects for review and validation.
- Work closely with product management to help identify customer requirements and support trends.
- Maintain a high level of customer satisfaction which is measured on a regular basis.
- Represent the team in a number of other functional areas within the company

**What you bring**:
Knowledge / Experience
- Should have overall minimum 5-8 years of working experience as an Product Support Representative
- ** Good Working** **knowledge** of current Microsoft **Windows operating systems** (client and **server platforms**). Knowledge of UNIX, Linux a plus.
- Working knowledge of Relational Database (RDBMS) technology with **good administration experience in Microsoft SQL and/or Oracle.**:

- ** Good Knowledge of JBOSS**:

- Background in credit, collections or query management is strongly desirable
- A technical background and/or prior experience working in a Helpdesk environment also preferred.

**Qualifications**:

- Bachelor’s Degree in Science/Computers/Engineering or the equivalent in education with relevant experience
- ITIL v3 Foundation or higher (Desirable) / familiarity with the fundamental principles of ITIL

**What we offer you**
- A modern, international work environment and a dedicated and motivated team
- A variety of career development tools, resources and opportunities
- 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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