Job Description :
Position TypeFull timeu00A0-u00A0Regular
Type of HireExperienced (relevant combo of work and education)
Education DesiredBachelor of Computer Engineering, General Equivalency Diploma, High School Diploma
Travel Percentage0%
Job Description
About the teamu00A0
In todayu2019s highly competitive private equity market, firms must not only deliver superior returns, but also respond to more stringent reporting requirements and increasing demands for information u2013 both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.u00A0
What you will be doingu00A0
This position works within Salesu00A0Operations Support Systemu00A0to:u00A0Assist sellers with their queriesu00A0on Internal Sales processes and support requirements on Sales tools.u00A0Tier 1 level support function on Sales Tools.u00A0u00A0u00A0
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u00A0What you bring:u00A0
Knowledge / Experience
The Support Analyst is responsible for keeping all the tools and solutions that makeup the sales technology stack running smoothly, taking full ownership of support requests, fully investigating and effectively progressing a request to the point of satisfactory resolution.u00A0 This position provides first and second level of support to end users by handling service requests that have been escalated by lower tiers. First level support is provided in collaboration with a network of business based super users.u00A0 Support is provided onsite, remotely, over the phone, and via email.
First level or tier 1 support would see the associate providing basis support and troubleshooting, gathering and analyzing information about the end useru2019s issue and determining the best way to resolve the problem.u00A0 At this level, the associate will be looking at known issues and providing insights to the user where known solutions have already been documented.u00A0 At second level the associate will be researching and implementing fixes for newly reported issues, escalating to third level support service staff where the resolution is outside of their skill set, authority or ability to solve.
Skills

  • Responding to all sales technology customer support requests within the agreed SLA timescales
  • Taking ownership of all assigned requests and progressing these through to resolution, ensuring the end user is kept informed of call progress
  • Fully investigating the query and undertaking fault replication within the companyu2019s software as appropriate
  • Evaluating existing systems and / or user needs to analyze, design, recommend, and implement system changes
  • Accurately recording all related communication and actions into the call logging system in accordance with the agreed procedure
  • Ensure all direct contact with the end user is carried out in a professional and courteous manner, ensuring the sales and marketing operations teamu2019s image is maintained to a high standard.

Qualifications

  • Degree or equivalent
  • ITIL v3 Foundation or higher desirable

Competencies

  • Fluent in English
  • Excellent communicator u2013 ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
  • Attention to detail u2013 track record of authoring high quality documentation
  • Organized approach u2013 manage and adapt priorities according to client and internal requirements
  • Self-starter but team mindset – work autonomously and as part of a global team
  • Willing to travel occasionally (no more than 10%)

What we offer youu00A0

  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities u2013 FIS is your final career step!
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities

With a 50-year history rooted in the financial services industry, FISu2122 is the world’s largest global provider dedicated to financial technology solutions. u00A0We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. u00A0FIS is a Fortune 500 company and is a member of Standard & Pooru2019s 500u00AE Index.
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
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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