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Lead Analyst - Product Support
3-8 years
Pune
1 vacancy
Lead Analyst - Product Support
FIS
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
JR0290994 Product Support Representative III
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we d like to ask you: Are you FIS
About the role:
- Provide level 1 and level 2 Application Product Support for FIS financial applications.
- Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
- Liaise with development team to get the fix for critical issues in timely manner.
- Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.
- We are a client facing function, a first line of defense/interface into FIS eco system for our clients - to address Software/Infra issues, understand/clarify product behavior etc.
- We have follow-the-sun model in place (24X7), we are primary team for APAC ME clients, Secondary for EMEA and Supplementary for LATAM clients.
- Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
- We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
What you will be doing:
- Provide level 1 and level 2 Application Product Support for FIS financial applications.
- Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income and Derivatives.
- Good analytical and problem-solving skills with an aptitude to learn quickly.
- Candidate needs to have, or develop, an understanding of the functionality of the software and the underlying business to be able to handle customer issues efficiently.
- Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
- Liaise with development team to get the fix for critical issues in timely manner.
- Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.
- The position involves working in early morning shift apart from normal working hours.
- Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
What you will need:
- Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
- Three or more years of demonstrated experience.
- Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.
- Excellent communication skills written and verbal communication.
- Proven client facing experience, excellent communication.
Added bonus if you have:
- Knowledge of SQL and Python will be an added advantage.
Employment Type: Full Time, Permanent
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What people at FIS are saying
What FIS employees are saying about work life
based on 5.5k employees
Flexible timing
Monday to Friday
No travel
Day Shift
FIS Benefits
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