Product Support Manager I

at  FIS Global

EDUCATION DESIRED :

Bachelor of Computer Science

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.

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.

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