SunGard Product Support Representative III in Oklahoma City, Oklahoma
Product Support Representative III
Job ID #:JR35427
Functional Area:Please Select
Position Type:Full-Time Regular
Primary Location:US-Oklahoma-Oklahoma City 1200 Sovereign Row Bldg 1200-F626
Experience Desired:At least 3 years
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To provide 24x7 support for proprietary banking software to clients. As part of the team you will learn our core software suite and specialize in a specific add on module. Daily workload consists of working support cases from a queue of open issues reported by clients. Participation in the afterhours rotation is required after 6 months. Applicants should be familiar with Windows navigation and basic troubleshooting.
Employees are expected to work independently consulting with senior and specialist teammates as needed documenting all customer interactions. Company issued laptop and cellphone provided as well as the ability to work from home based on performance.Administers the necessary product requirements to maintain consistent account control of clients that use FIS software products and ensures that the quality and utilization of FIS software products satisfies client needs. GENERAL DUTIES & RESPONSIBILITIES:· Provides in-depth product support to FIS clients by resolving incoming inquiries.· Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.· Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.· Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.· Documents customer information and recurring technical issues to support product quality programs and product development.· Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes· Resolves Client concerns raised during installation, operation, maintenance or product application or compatibility matters.· Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.· Performs other related duties as assigned. EDUCATIONAL REQUIREMENTS:Bachelor's Degree in Business or related field or the equivalent combination of education, training, and work experience. GENERAL KNOWLEDGE, SKILLS & ABILITIES:· Prior banking or finance related experiences a plus; personal banking experience preferred.· Documents Client information and recurring technical issues to support product quality programs and product development· Knowledge of FIS products and Services· Strong Analytical Skills· Knowledge in programming, business analysis or implementation of software products· Organizational and time management skills required.· Self-starter with proven ability to work independently.· Extremely comfortable working with computers and a variety of applications.· Excellent oral and written communications skills.· Strong problem solving skills. Intermediate professional role. Moderate skills with high level of proficiency. Handles calls more complex in nature. Possesses in-depth knowledge of one or more FIS products. Uses SQL, Crystal Reports, or report manager to build moderately complex reports. Researches technical issues and documents resolution. May look at or debug code using such languages as COBOL, XML. Writes simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on one or more projects as a team member or occasionally as a project lead. May coach more junior staff. Works under general supervision with increasing latitude for independent judgment. Works on cases that last several hours to several days. May consult with senior peers on certain projects. Typically requires four or more years of demonstrated experience. Typically reports to a Product Support Manager
FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here:www1.eeoc.gov/employers/upload/eeocselfprintposter.pdfand here:www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA_508c.pdf
For positions located in the US, the conditions below apply.
If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)
ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
As part of the selection process this role may require an assessment to determine suitability
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.