Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Science

Travel Percentage :

1 - 5%

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

  

What you will be doing 

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 managementDevelops and monitors application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problemsReports new or recurring problems to product management and/or product development departmentsMonitors call queues, call volume, and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standardsEnsures representatives are properly trained when new products are released or products are upgraded or patchedContributes to the development of the product support functionMay develop business strategy and business plan for team/group operations including budget developmentSelects, develops, and evaluates personnel to ensure efficient operation of the functionMay build industry relations communicating technologies and operational concerns through industry networkingSome flexibility of hours is required; Call Center 24x7 environmentOther related duties assigned as needed

 What you bring: 

In-depth knowledge of Front Arena and its related services (optional skillset).Knowledge of basic IT technologies, i.e., operating systems, network devices, software development, and architectureWorking knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring softwareExcellent customer service skills that build high levels of customer satisfaction for internal and external clientsExcellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributorsWillingly shares relevant technical and/or industry knowledge and expertise with other resourcesExcellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skillsIs resourceful and proactive in gathering information and sharing ideasProven project management skillsDemonstrated customer-focused leadership abilityAbility to work both independently and in a team environmentBachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience

What we offer you: 

A work environment built on collaboration, flexibility and respect  Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home - 2 days a week, etc.) Varied and challenging work to help you grow your technical skillset 

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

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.

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