Metavante Product Support Representative III - Teller Elite in Addison, Texas
FIS' BancPac Client Services team is seeking a Product Support Representative II Teller. Knowledge of teller balancing , Teller Elite and Teller Plus, troubleshooting applications, and some hardware trouble shooting for printers, scanners is key. The most successful candidate will have a technical background for web based applications. *
This person will administer 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. *
Regular Work Hours M-F 8am-5pm or 9am-6pm. A Saturday on-call rotation is also a required part of the shift.
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.
Bachelor's Degree in Business or related field or the equivalent combination of education, training, and work experience. *
GENERAL KNOWLEDGE, SKILLS & ABILITIES: *
Minimum of 2 years of Teller operations related experience
Communication, communication, communication...it's key!
Work with FIS clients and employees in supporting the BancPac core software as it relates to Teller functionality.
Requires excellent phone-communication skills with all levels of bank employees (Teller thru CEO).
Resourceful...quick on their feet and able to figure things out.
Must be able to creatively solve problems; brainstorm possible solutions, create test scenarios, and communicate the best option(s) to the customer.
When working with customers, the Product Support Representative aims to fully understand the business issue / objective - what are they trying to accomplish? Is there a better way?
Continuously improving & learning from peers and experiences.
Always strives to be an expert in all features of BancPac and FIS that fall under your area's umbrella.
Promotes the "one-team" philosophy company-wide; no finger pointing and always works well with other areas of our division and other divisions in our company.
Takes full ownership and responsibility for every call and customer interaction.
Adheres to our Call Tracking standards for documenting issue progress and resolution.
Able to successfully manage crisis and knows when to escalate to management.
Knowledge of financial services industry
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 analytical, decision-making, problem-solving, team, multi-tasking and time management skills
Is resourceful and proactive in gathering information and sharing ideas
Organizational and time management skills required.
Self-starter with proven ability to work independently.
Extremely comfortable working with computers and a variety of applications.
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
Job: *General/Other: Customer Support/Client Relations
Organization: *Integrated Financial Solutions
Title: Product Support Representative III - Teller Elite
Location: TX-Addison TX
Requisition ID: 1605283
Other Locations: US-GA-Norcross GA