Product Support Representative Ii

Company Description

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Company Name: FIS Global

**Job Description**:
**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Bachelor of Commerce/Business
**Travel Percentage**:
0%
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**

Ambit Asset Finance is a configurable, end-to-end leasing and financing process management solution. It supports all asset-types and multinational operations, helping eliminate dependency on disparate legacy systems for increased operational efficiency and reduced total cost of ownership.

The Ambit Asset Finance Support team is a global team of highly experienced consultants working collaboratively to support multi-national banks and asset leasing organisations many countries.

This is an opportunity for the right individual to join a growing team of dedicated professionals in a fast-paced environment, with the aim of supporting an increasing client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers, and QA engineers with vast product knowledge.

**What you will be doing**

As a Product Support Representative, you will be the face of the FIS organisation and will utilise your considerable communication skills to build strong and lasting relationships with your clients.

Your daily work will be to assist the Ambit Asset Finance clients with their day-to-day management of the software as part of the Asset Finance Global Support Team, using your excellent problem-solving skills to replicate and analyse issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyse current business processes, procedures, and work practices with the aim to improve your client’s efficient use of the software.

**Key responsibilities**:

- Incident management
- Act as the point of contact within a global support structure for diagnosis and resolution of incidents.
- Engage directly with clients to resolve incidents.
- Periodically fulfil on-call responsibilities to provide 24x7 support capabilities for major incidents.
- Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents.
- In addition to this, to cover the technical administrator part of this:

- Server administration - North America Asset Finance projects will be getting an FTP server for NA clients. Resource needs to maintain passwords, keep xls updated with password activity, provide client access to the server (i.e. handle any whitelisting issues), manage users of the server, manage space on the server.
- Database admin - preferable to have SQL knowledge, main item we need help with is making space available for the various client files.
- Client relationship building
- Working with your clients to document their current business processes, procedures and work practices with the aim of identifying areas of improvement in system functionality and processes. The expectation is that you will be a SME in both the product and your clients’ business processes to ensure that the product meets your clients’ current requirements and future growth plans.
- Increase your clients’ efficient use of the software by suggesting optimal business practices, designing and implementing functional solutions to address business process and procedural shortcomings.
- Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find.
- Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities.

**What you bring**:

- Previous experience in a technical support role is essential, with a strong and unrelenting dedication to customer success is imperative.
- Relevant tertiary qualification and/or professional experience in software development, systems analysis, design, and architecture
- Experience with relational databases Microsoft SQL Server and Oracle
- Experienc