The CX team is responsible for optimizing our clients’ experience by efficiently managing client issues and stabilizing operational aspects while continuously working on innovative improvement.
What you will be doing:
As a Product Support Manager II, you will be:
- Managing operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management.
- Developing and monitoring application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
- Reporting new or recurring problems to product management and/or product development departments.
- Monitoring call queues, call volume and other metrics.
- Analyzing results and trends and ensuring the volume of work produced meets product/service standards and exceeds quality standards.
- Ensuring representatives are properly trained when new products are released, or products are upgraded or patched.
- Contributing to the development of the product support function.
- Developing business strategy and business plan occasionally for team/group operations including budget development.
- Selecting, developing and evaluating personnel to ensure efficient operation of the function.
- Occasionally building industry relations communicating technologies and operational concerns through industry networking.
- Required to have some flexibility of hours , Call Center 24x7 environment
- Motivating direct reports by providing positive feedback and skills development.
- Evaluating the performance goals of team members .
- Maintaining staff by recruiting, onboarding, training, assessing, and promoting employees.
- Having other related duties assigned as needed.
What you bring:
- Bachelor’s degree in computer science or information systems or the equivalent
- 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
- Knowledge in Kafka , Couchbase and docker.
- 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 .
- Demonstrated customer-focused leadership ability.
- Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
- Proven project management skills and proactive in gathering information and sharing ideas
- Ability to work both independently and in a team environment
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
- Excellent customer service skills and professionalism