Vacancy caducado!
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate's Degree Travel Percentage : 0%
Job DescriptionAre 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.About the team:The GTSC EMEA team is responsible for providing world class support to our clients. Focusing on our Merchant Solutions clients and operating under the 'Worldpay by FIS' brand. We actively work production outages and processing errors, while closely working with the relationship management team to ensure customer testing and configuration issues are escalated to the appropriate team.What you will be doing:- Provides customer support by phone and email to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support Team.
- Monitoring various system tools/alerts (Splunk, IBM Netcool, ServiceNow) and follow established processes for monitoring and escalating.
- Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Help verify and maintain process documentation so the whole team is following the same process.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced associates.
- Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
- Other related duties assigned as needed.
- Associate's degree or Bachelor's degree or the equivalent of education, training or work experience.
- Performs discrete tasks working under close to moderate supervision with limited latitude for independent judgement and the ability to overcome minor obstacles while communicating problem areas to others.
- Consults with senior peers with goal of continually building knowledge/experience while minimizing any risk. This role is focused on learning to apply standards, developing an understanding of the business, and advancing personal professional growth through certifications and tailored goal setting.
- Typically requires up to three years of experience in service delivery or related discipline.
- Experience with Service Now
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities
- The chance to work on some of the most challenging, relevant issues in financial services & technology
- A work environment built on collaboration, flexibility and respect
Vacancy caducado!