Product Support Manager I - #9830866

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Job Description

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. 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
Managing a team of about 12 individuals supporting lockbox clients and serving as a liaison between the FIS operations, matrix partners and the clients.

What you will be doing
You’ll be responsible for managing operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management and overseeing support of customers encountering problems using company's products.

• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
• Reports new or recurring problems to product management and/or product development departments.
• Monitors call queues, call volume and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards
• Ensures representatives are properly trained when new products are released or products are upgraded or patched.
• Contributes to development of the product support function.
• May develop business strategy and business plan for team/group operations including budget development.
• Selects, develops and evaluates personnel to ensure efficient operation of the function.
• May build industry relations communicating technologies and operational concerns through industry networking.
• Some flexibility of hours is required; Call Center 24x7 environment

What you bring:

• Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience.
• Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
• Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
• 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 contributor
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• Proven project management skills
• Demonstrated customer-focused leadership ability
• Ability to work both independently and in a team environment

What we offer you

• A competitive salary with attractive benefits including private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration and respect

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 Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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