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Product Support Manager I

2.00 to 5.00 Years   Indore   28 Apr, 2021
Fidelity National Information Services, Inc
Job LocationIndore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science 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 teamProduct 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

  • Ensure service level agreements (SLAs) are met on each Salesforce Case
  • Ensure the tickets are logged on tool at the appropriate level of quality, and ensure proper follow-ups with customers. Encourage team members to keep up the level of quality.
  • Ensures representatives are properly trained when new products are released or products are upgraded or patched. Contributes to development of the product support function.
  • Monitors call queues, call volume and other metrics. Analyses results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.
  • Act as first point of contact during technical and customer escalation, act as a liaison between Technical ServiceDesk and other business functions
  • Selects, develops and evaluates personnel to ensure efficient operation of the function.
  • Provide daily, weekly, monthly & on-demand reports to Manager/ Business.
  • Ability to multi-task and stay organized in a dynamic work environment
  • Understands technical and functional concepts of FIS products including the interrelationships between products and technologies that support products.
  • Performance management: establishes clear performance goals that align with team, division, and; communicates strengths/development needs; mentors and coaches team members; provides challenging assignments and opportunities for development; recognizes, rewards, and communicates individual accomplishments and contributions.
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
  • 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, e.g., executive, management, individual contributors
  • 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 SalesforceService NowSQLITILWhat we offer youCompetitive salary and excellent bonus potential (upon entering a full sales executive role)Attractive benefits including private medical cover, dental cover, and travel insuranceTraining across core financial, sales and FIS solutionsA multifaceted job with a high degree of responsibility and a broad spectrum of opportunitiesA modern, international work environment and a dedicated and motivated teamPrivacy StatementFIS 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 ModelRecruitment 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.#pridepass,

Keyskills :
problem solvingerpcustomer servicecustomer relationsservice deskmentoringcorporate liaisononline privacyproduct supporttime managementslaservice levelteam building

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