Product Support Representative Specialist
| Company | Fidelity National Information Services |
|---|---|
| Location | Cutler Bay, FL, USA, Jacksonville, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- Strong communication and presentation skills
- Good to have familiarity with fund accounting and transfer agency domain and clients
- 4+ years of experience in a similar role
- Experience in support and/or client account management
- Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact)
Responsibilities
- Assist clients with a response to inquiries of a technical or complex nature as relates to TA suite of products and/or services through case management.
- Monitor ticket volumes, ticket turnaround times and other metrics. Analyzes results and trends for allocated clients while ensuring the response times and communication standards are met.
- Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.
- Ensure that change management is performed smoothly and according to client-specific procedures.
- Assist in RCA content creation based on knowledge and understanding of the application and issues.
- Ensure client interests are prioritized and well documented for internal and external team alignment.
- Report new or recurring problems to management and work with different teams to drive client interest.
- Attend and minute defined and as needed weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.
- Prepare and track improvement plan for continuous service level excellence.
- Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
- Best practices i.e. how to best utilize functionality to meet customer business needs and advise clients on the optimal use of application functionality.
- Some flexibility of hours is required; Call Center 24×7 environment.
- Other related duties assigned as needed.
Preferred Qualifications
- Good to have familiarity with fund accounting and transfer agency domain and clients