Product Support Representative

FIS Solutions (India) Private Limited - Pune; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

FIS Solutions (India) Private Limited - Pune is seeking a Product Support Representative with 7 to 12 years of experience to support and resolve issues in financial applications from Pune. You will liaise with development for fixes, handle escalations, and provide email and phone-based Level 1 support while maintaining strong client relationships.

The role requires strong ITIL knowledge, SQL, Unix/Linux, and excellent communication.

Qualifications

• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent written and verbal communication skills.
• Proven client facing experience.
• Knowledge of Unix/Linux; Python will be an added advantage.
• Good understanding of capital market areas and financial instruments.
• Familiar with Co-Pilot or similar tools.

Responsibilities

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA.
• Create a positive customer support experience and build strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic.
• Mailbox management, Ticket logging, Assignment, Update and validation.

Skills

ITIL

SQL

Communication

Unix/Linux

Python

Capital markets knowledge

Co-Pilot tools

Tools

Co-Pilot

Job description

Product Support Representative – 7 to 12 yrs – Pune

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

We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc. We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers. We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS).

What you will be doing

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA.
• Create a positive customer support experience and build strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic.
• Mailbox management, Ticket logging, Assignment, Update and validation.

What you bring

• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc. Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.
• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.
• Candidate is familiar with good usage of Co-Pilot or similar tools.

What we offer you

• An exciting opportunity be a part of World’s Leading FinTech Product MNC.
• To be a part of vibrant team and to build up a career on core banking/payments domain.
• 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!

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.

Sourcing Model

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.