Product Support Manager

FIS - Tunisia - Tunis

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


Post date: 3 September 2024
Publisher: LinkedIn
Post date: 3 September 2024
Publisher: LinkedIn