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Product Support-Specialist

3.00 to 5.00 Years   Pune   14 Jun, 2021
FICO
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!Job SummaryJob DescriptionThe Opportunity As a Product Support Engineer, you will provide remote technical support to internal and external clients for both hosted and on premise solutions by supporting our diverse product portfolio. You ll collaborate through innovation with IT, operations teams, product development and product management. VP, Product Support.What You ll Contribute

  • Tier - I product support for all clients.
  • Manage the flow of customer s incidents via telephone, email or WebEx session to tier 2 support, IT operations, Development, Professional Services and manage end-to-end communication with clients based on agreed SLAs.
  • Triage and escalate incidents in a timely manner according to standard operating procedures.
  • Act as a liaison between engineering and consulting teams to resolve incidents.
  • Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus with professional communication at all times.
  • On-board customers to the support portal in real-time for assigned region.
  • Exercise judgment within defined practices and procedures, provide status on progress and makes recommendations on process improvements.
  • Manage work assignments, priorities, and schedules with input from senior specialists or direct manager.
What We re Seeking
  • Bachelor s degree or equivalent.
  • Sound understanding in troubleshooting multi-tier enterprise applications, relational databases and good knowledge of SQL, PL/SQL.
  • Ability to prioritize and manage multiple incidents.
  • Excellent customer interaction skills.
  • Knowledge/prior exposure to Incident/Problem Management. Process knowledge e.g. managing and tracking requirements, design, etc.
  • Understanding of Object Oriented Design.
  • Knowledge in JSF, Spring, and Hibernate.
  • Fluency in English.
  • Willing to work in shifts to support clients 24*7.
  • Knowledge of reading heap, thread dumps and databases trace files and proficiency in tuning applications is a plus.
  • Java programming with exposure to Java and Web technologies: J2EE framework, JSP, Servlets, MQ interfaces a plus.
  • Knowledge of XML (JAXP and JAXB), XSLT, Ajax and Webservices a plus.
  • Working experience on AWS technology
    • Hands-on operations experience, systems & software
    • Familiarity with CTI (Computer Telephony Interface) systems.
    • Familiarity with networking infrastructure (switches, routers, firewalls).
    • Software development skills.
Our Offer to You
  • A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
  • The opportunity to make a difference by leveraging your unique strengths.
  • Highly competitive compensation and rewards.
  • Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.
Why Make a Move to FICO At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today Big Data analytics. You ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.FICO makes a real difference in the way businesses operate worldwide:
  • Credit Scoring 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
  • Fraud Detection and Security 2.6+ billion payment cards globally are protected by FICO fraud systems.
  • Lending 3/4 of US mortgages are approved using the FICO Score.
  • Anti-Money Laundering our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing
Global trends toward digital transformation have created tremendous demand for FICO s solutions, placing us among the world s top 100 software companies by revenue. We support many of the world s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.Our success is dependent on really talented people just like you who thrive on the collaboration and innovation that s nurtured by a diverse and inclusive environment. We ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!Learn more about how you can fulfill your potential at www.fico.com/Careers FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.,

Keyskills :
machine learningcommercial modelsexternal clientsbig datatechnical supportpayment cardsit operationsproduct supportequal employment opportunityaffirmative actioncorporate liaisonweb servicestier 2

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