Product Support Manager

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the team:

The Client Experience (CX) team is responsible for delivering world best class services to our clients.

Whilst gaining a detailed understanding of Fixed Income Securities, the CX team is responsible for optimizing our clients’ experience by efficiently managing client issues and stabilizing operational aspects by continuously working on innovative improvement. 

What you will be doing:

As a Product Support Manager II, you will be:

• Managing operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management.

• Developing and monitoring application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.

• Reporting new or recurring problems to product management and/or product development departments.

• Monitoring call queues, call volume and other metrics.

• Analyzing results and trends and ensuring the volume of work produced meets product/service standards and exceeds quality standards.

• Ensuring representatives are properly trained when new products are released, or products are upgraded or patched.

• Contributing to the development of the product support function.

• Developing business strategy and business plan occasionally for team/group operations including budget development.

• Selecting, developing and evaluating personnel to ensure efficient operation of the function.

• Occasionally building industry relations communicating technologies and operational concerns through industry networking.

• Required to have some flexibility of hours , Call Center 24x7 environment

• Motivating direct reports by providing positive feedback and skills development.

• Evaluating the performance goals of team members .

• Maintaining staff by recruiting, onboarding, training, assessing, and promoting employees.

• Having other related duties assigned as needed.

Business requirement

• Automate reliability monitoring and management

• Incident resolution

• Documentation Knowledge

• Improve operational processes and team practices

• Ensure system reliability and availability

• Automation

What you bring:

• Bachelor’s degree in computer science or information systems or the equivalent

• 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

• Knowledge in Kafka , Couchbase and docker.

• 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 .

• Demonstrated customer-focused leadership ability.

• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills

• Proven project management skills and proactive in gathering information and sharing ideas

• Ability to work both independently and in a team environment

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors

• Excellent customer service skills and professionalism

Business Knowledge requirement:

• Knowledge in Kafka

• Knowledge in Couchbase

• Knowledge in docker

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:
• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and benefits

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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.

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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