Product Support Representative II
- FIS Global Business
- 4 - 8 Years
- Mumbai
- 4 years ago
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Job Description
Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Engineering
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking At FIS youu2019ll 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
Product Support team is focused to provide excellent level of technical and product support to integrated merchants and partners with Worldpay Total Solution.
What you will be doing (4 to 8 Years )
- Ensure service level agreements (SLAs) are met on each Salesforce Case
- Provides in-depth product support to FIS clients by resolving incoming inquiries.
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
- To register and classify received issues as cases and to undertake an immediate effort in order to restore customer reported issue as quickly as possible.
- Maintain overall ownership of reported issues ensuring that resolution is provided within the SLA
- Ability to multi-task and stay organized in a dynamic work environment.
- Maintain overall ownership of reported issues ensuring that resolution is provided within the SLA
- Provide technical/ customer support via phone, email and web based tools.
- Keep customers/ merchants informed about their Incidents status at agreed intervals
- Advise customers regarding the product's proper use and address specific user issues.
What you bring: (Skills)
- Broad knowledge of FIS products (Worldpay Total and Integrated Payments) and related services in-depth knowledge of products and services for which team(s) provide support
- Excellent analytical, decision-making, problem-solving, team-building, conflict management, negotiation and time management skills.
- Knowledge of Payment domain is good to have.
- Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization.
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources
- Able to work whilst heavy work load and comfortable with rotational shifts.
- Ability to work both independently and in a team environment
Added bonus if you have:
Experience in CRM tool like Salesforce
Service Now
SQL
ITIL
FIS JOB LEVEL DESCRIPTION
Developing proficiencies role. Basic skills with moderate level of proficiency. Has broad understanding in one or more FIS Products. Follows scripts or uses documentation to solve problems. Generally performs single-function tasks that tend to be of small to moderate and scope. Works under close to moderate supervision with limited latitude for independent judgment. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to three years of experience.
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
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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Employement Category:
Employement Type: Full timeIndustry: ITESFunctional Area: GuardsRole Category: Software EngineerRole/Responsibilies: Product Support Representative IIContact Details:
Company: FIS Global BusinessLocation(s): Mumbai+ View Contact
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FIS Global Business
FIS Global Business Solutions India Pvt. Ltd. FISâ„¢ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional...
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