Service Delivery Analyst II

at  FIS Global

EDUCATION DESIRED :

Associate’s Degree

TRAVEL PERCENTAGE :

5 - 10%
Are you ready to unleash your full potential? We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Advanced level of verbal and written communication skills in English.
• Excellent analytical skills.
• Detail oriented.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Knowledge in Data visualization and management skills is a plus

• Represents the Operations team working back-office and serving as primary contact for inbound customer set up and maintenance requests.
• Uploads client’s information in internal or external platforms and ensures accurate entry of customers information. Updates client’s information in the system according to the commercial teams’ requests.
• Provides support to internal customers by phone, email, or instant message.
• Engages with third parties / external partners via email to request information, set up and/or maintain clients’ accounts details.
• When identifying issues in the system / platforms, creates tickets to the proper department or vendor and follows them up until the resolution. Tracks and reports the evolution of all tickets, on weekly basis.
• Troubleshoots internal customers problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve them.
• For more technical product-related issues, escalates to proper Product Support department.
• Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Processes a high volume of internal customers inquiries of products and services and resolves a targeted percentage of those inquiries.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• Other related duties assigned as needed.