Product Support Manager

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 and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

What you will be doing 

• Manages 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
• 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 the 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
• Other related duties assigned as needed

• In-depth knowledge of Front Arena and its related services (optional skillset).
• 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 contributors
• Willingly shares relevant technical and/or industry knowledge and expertise with 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
• Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience

• A work environment built on collaboration, flexibility and respect  
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home - 2 days a week, etc.) 
• Varied and challenging work to help you grow your technical skillset