Product Support Manager II

FIS

252d

About The Position

As a Product Support Representative Manager, you will be responsible for managing product/application support team(s) and/or associated support functions, e.g., training, sales support, request desk, etc. in a single line of business. Accountable for budgeting, staffing, practice/procedure changes and service level requirements across one or more cost centers. Ensures client issues are resolved, and serves as an escalation point for client issues. Resolves issues and contributes to business unit/area development. Directly responsible for managing a staff of four or more direct reports, including supervisors and individual contributors in product support and/or associated support functions. Manages forty or more overall subordinates. Coaches and mentors management team. Works closely with senior management on departmental issues. Has wide latitude for decision-making. Typically requires more than six years related network planning, engineering and/or operations experience with at least two years leadership responsibility.

Requirements

• Broad knowledge of FIS products and related services; in-depth 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 non-technical 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 decision-making, problem-solving, team building, negotiation, conflict management and time management skills.
• Is resourceful and proactive in gathering information and sharing ideas.
• Proven project management skills.
• Demonstrated customer-focused leadership ability.
• Ability to work both independently and in a team environment.

Responsibilities

• 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.
• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services