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Keywords / Skills : Field Support Technician, software programs, client satisfaction, client inquiries, quality documentation

0 - 0 years
Posted: 2019-08-16

Industry
ITES/BPO
Function
IT
Role
Other Software/Hardware/EDP
Education
Diploma
Posted On
16th Aug 2019
Job Ref code
149815
Job Description

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 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.

About the team
Provide highly visible customer support through performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and systems. As primary contact, administer day-to-day transactional activities of an assigned book of business in support of Trust business objectives

What you will be doing
Moderate skills with high level of proficiency. Performs moderately complex support activities for equipment and system products. Possesses knowledge in a specific business area. Works on one or more projects as a team member or occasionally as a project lead. May coach junior technical staff. Works under general supervision with latitude for independent judgment. May consult with senior peers on certain projects.

What you bring:
Knowledge / Experience
  • Serves as primary point of contact for internal and external clients and various departments/divisions to resolve outstanding issues, comply with customer requests, and respond to client inquiries.
  • Provides support in research and resolution of problems and inquiries.
  • Interfaces with clients to determine present and future needs and discusses progress toward solutions.
  • Coordinates with clients, relationship managers, and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts.
  • Prepares monthly and quarterly sales and departmental reports.
  • Keeps abreast of new products/services and changes to existing products/services.
  • Maintains comprehensive knowledge of applicable products, services, and company policies and procedures.
  • Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
  • May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
  • Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
  • Other related duties assigned as needed.

Skills
  • Knowledge and understanding of hardware/software programs for assigned products
  • Knowledge of assigned product functions and their use within a financial institution operating environment
  • Ability to communicate effectively verbally and in writing
  • Ability and flexibility to work extended hours when necessary to maintain client satisfaction

Competencies
  • Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
  • Attention to detail – track record of authoring high quality documentation
  • Organized approach – manage and adapt priorities according to client and internal requirements
  • Self-starter but team mindset - work autonomously and as part of a global team
  • Willing to travel occasionally (no more than 10%)


What we offer you
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities – FIS is your final career step!
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities


About Company

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. 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 FIS Online Privacy Notice.<p></p> 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 and here<p></p> For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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. <p></p> As part of the selection process this role may require an assessment to determine suitability
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