Product Support Representative

1 week ago

Chennai, Tamil Nadu, India FIS Full time ₹ 40,00,000 - ₹ 60,00,000 per year

About the team

FIS Commercial Loan Servicing (CLS) a.k.a ACBS is a comprehensive software platform used primarily in the banking and financial services industry to manage the entire lifecycle of commercial loans.

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 designers & developers with vast product knowledge.

What you will be doing

This position is within Lending CLS product group. As a Product Support Representative you will be responsible to:

  • Provide in-depth product support to ACBS clients by resolving incoming inquiries.
  • Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.
  • Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Troubleshoot problems with malfunctioning software applications and recommends corrective action.
  • Document customer information and recurring technical issues to support product quality programs and product development.
  • Recreate client issues in a test environment, Identify/document how applications and systems interact to support business processes.

This position is for Chennai location and need to work in US Pacific timezone.

What you bring:

Knowledge / Experience

  • Min 5-7 years of experience on CX support/ product support/ technical support.
  • This is more over functional support role.
  • Domian: knowledge on ACBS or LoanIQ or Commercial Lending required.

  • Establish strong relationship with clients.

  • Good Communication skills

  • Quick learner and flexible to work in regular Night shifts.
  • Strong analytical skill.
  • Strong troubleshooting skills.

Skills

  • Excellent verbal and written communication skills
  • Demonstrated expertise at working with technical and business experts from clients, including traders, compliance users and investment bank
  • Experience analysing and understanding functional requirements, issue statements.
  • Strong problem solving, debugging & analytical skills, ability to work independently with minimum guidance
  • Good team player
  • Self-motivated and self-learner
  • Ability to work independently, take ownership, lead and drive
  • Willingness to work across all areas of product life cycle, from requirements gathering to unit testing and application deployment

Qualifications

  • MBA Finance, B Tech, etc (Any bachelors degree (B Tech, BE, BCA, BCS) and/or MBA Finance)

Competencies

  • Fluent in English
  • Excellent communicator ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
  • Attention to detail and quality focus
  • Organized approach manage and adapt priorities according to client and internal requirements
  • Self-starter but team mindset - work autonomously and as part of a global team

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