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Information Technology
FIS Global Hiring for Technical Support Representative Job at Pune Full Time
Job Description
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Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
General Equivalency Diploma
Travel Percentage :
0%
Technical support representative-3 to 5yrs-Pune
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.
About Team:
Developing role. Moderate skills with high level of proficiency. Works under general supervision with ability to work independently. Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service with solid soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls while consistently maintaining excellent ticket quality. Resolves client issues efficiently and effectively by having a solid understanding of different systems, applications and support procedures. When unable to resolve a client issue, quickly identifies and escalates issue to appropriate business area. Clearly documents client issue to ensure problem is clearly understood by others.
What you will be doing:
Provides desk-side assistance in resolving technology support issues.
- Performs installations, repairs, upgrades, backups and other maintenance tasks.
- Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
- Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
- Asks probing questions to gather relevant information on routine and complex calls.
- Uses effective listening skills to develop understanding of client questions or issues.
- Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
- Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
- Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
- Maintains passwords, data integrity and file system security for the desktop environment.
- Communicates highly technical information to both technical and nontechnical personnel.
- Recommends solutions including new acquisitions and upgrades.
- May participate in development of information technology and infrastructure projects.
- May have expertise in commonly used business applications.
- May handle phone and email assistance as well.
- Other related duties assigned as needed
What you Bring:
- Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
- Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices
- Knowledge of basic problem resolution and escalation practices
- Ability to provide appropriate level of support and guidance with FIS applications and procedures
- Effective use of listening skills to develop an understanding of client inquiries and problems
- Excellent team player
- Self-motivated to learn new technology and new ways to deliver support
- Shows enthusiasm when providing technical support
- Stays up-to-date with latest technology
- Problem Solving and critical thinking skills
What we offer you
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An exciting opportunity be a part of World’s Leading FinTech Product MNC
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To be a part of vibrant team and to build up a career on core banking/payments domain
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Competitive salary and attractive benefits including GHMI/ Hospitalization coverage for employee and direct dependents.
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A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
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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