Product Support Manager I - Brown Deer, United States - FIS Global

FIS Global

Verified Company

Brown Deer, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Type:

Full time

Type Of Hire:

Experienced (relevant combo of work and education)

Education Desired:

Bachelor of Computer Science

Travel Percentage:

0%

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact-in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests.

If you want to grow personally and professionally, we'd like to know
:
Are you FIS?

About the role:

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.
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
Other related duties assigned as needed.

What you will need:

Broad knowledge of FIS products and related services; indepth 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
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 nontechnical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decisionmaking, problemsolving, team building, negotiation, conflict management and time management skills
Is resourceful and proactive in gathering information and sharing ideas
Proven project management skills
Demonstrated customerfocused leadership ability
Ability to work both independently and in a team environment

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

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation.

The pay range for this full-time position is $77, $125,680.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location.

Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training.

Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

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.

Sourcing Model
Recruitment at FIS works