Product Support Representative III ImageCentre FCM Document ImagingFIS Company - Birmingham, AL
Position Responsibilities\\Requirements: Product Support Representative III Job Summary The Product Support Representative III is the first line Subject Matter Expert for all tickets related to ImageCentre FCM\/FRM\/FDM products. The key factors associated to these resources are measured by customer response times and quick resolution or escalation of more in-depth subject matter type tickets. The Product Support Representative III handle approximately 90% of all ticket volume for their related products. General Duties & Responsibilities Provides in-depth product support to FIS clients by resolving incoming inquiries. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Troubleshoots problems with malfunctioning electro\/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Recreates client issues in test environment, Identifies\/documents how applications and systems interact to support business processes. Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities. Other related duties assigned as needed. Educational Requirements Bachelor\u2019s Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.) General Knowledge, Skills & Abilities Typically requires four or more years of demonstrated experience. Prior banking or finance related experiences a plus; personal banking experience preferred.\u00a0 Item processing, check processing experience (Back office Banking experience) Documents client information and recurring technical issues to support product quality programs and product development Knowledge of FIS products and services Strong analytical skills Knowledge in programming, business analysis or implementation of software products Organizational and time management skills required Self-starter with proven ability to work independently Extremely comfortable working with computers and a variety of applications Excellent oral and written communications skills Strong problem solving skills Intermediate professional role. Moderate skills with high level of proficiency. Handles calls more complex in nature. Possesses in-depth knowledge of one or more FIS products. Uses SQL, Crystal Reports, or report manager to build moderately complex reports. Researches technical issues and documents resolution. May look at or debug code using such languages as COBOL, XML. Writes simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on one or more projects as a team member or occasionally as a project lead. May coach junior staff. Works under general supervision with increasing latitude for independent judgment. Works on cases that last several hours to several days. May consult with senior peers on certain projects. Typically requires four or more years of demonstrated experience. FIS\u2122 is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS\u2019 more than 53,000 worldwide employees are passionate about moving our clients\u2019 business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and 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\u2019s 500\u00ae Index. . 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: 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. As part of the selection process this role may require an assessment to determine suitability 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.
10 days 22 hours ago
applyProduct Support Representative III ImageCentre FCM Document Imaging FIS Company - Birmingham, AL, United States
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 110 countries. Headquartered in Jacksonville, Fla., FIS employs more than 37,000 people worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.
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