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Job Description:

Senior Analyst- Product Support

Job ID # JR80841
Functional Area Client Services
Position Type Full-Time Regular
Education Desired Bachelors Degree or equivalent

Primary Location IN-Maharashtra-Pune Westend Center I, SNo169/1, FLR 7, Sector II, Aundh-4144
Secondary Location(s)

Travel Percentage 000
Relocation Provided No



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
EDUCATION REQUIREMENTS
Bachelors 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
Prior banking or finance related experiences a plus; personal banking experience preferred
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
FIS JOB LEVEL DESCRIPTION
Developing proficiencies role Basic skills with moderate level of proficiency Has broad understanding in one or more FIS Products Follows scripts or uses documentation to solve problems Generally performs single-function tasks that tend to be of small to moderate size and scope Works under close to moderate supervision with limited latitude for independent judgment Consults with senior peers on non-complex projects to learn through experience Typically requires up to three years of experience

Job requirements

A background in credit, collections or query management is strongly desirable A technical background and/or prior experience working in a Helpdesk environment also preferred

Qualification and Experience

A Bachelors degree in Computer Science, Engineering or equivalent or demonstrated skills and/or related experience
Experience of working in customer facing environments with enterprise customers for a software vendor a must ITIL exposure a plus
Experience managing critical situations

Technical Skills

Working knowledge of current Microsoft Windows operating systems (client and server platforms) Knowledge of UNIX, Linux a plus
Working knowledge of Relational Database (RDBMS) technology with basic administration experience in Microsoft SQL and/or Oracle
Knowledge of JBOSS a plus
ITIL based Problem Management skills a plus
Good Communication skills a must

With a 50-year history rooted in the financial services industry, FIS is the worlds 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 & Poors 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

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 11th Jan 2020

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