Senior Analyst - Product Support (Hedge/mutual funds, SQL/trouble shooting)
FIS
- Aundh, Maharashtra Pune, Maharashtra
- Permanent
- Full-time
- Provide L1/L2 level support for the clients based across the globe.
- Effectively coordinate among internal teams and provide world class client experience.
- We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc.
- We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
- Our role requirements ranges from a simple service deck -
Functional -
Techno-functional -
Enterprise Service/Client Service managers * We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
- We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
- We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business.
- Support – help clients resolve problems related to the Transfer Agency Services application and other associated applications related to it.
- Excellent analytical skills along with good communication skills.
- Experience of supporting end users on products in financial domain across the globe.
- Identify and resolve technical/IT issues.
- Assist in solving complex issues technical and/or functional issues.
- Guidance in how to improve the user experience.
- Problem solving and assessment of technical/functional support to clients.
- Working with clients to help them get the most out of our product and other associated applications.
- Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
- Excellent oral and written communications skills.
- Strong problem-solving and diagnostic skill skills.
- Ability to work effectively with minimum supervision with a strong sense of ownership.
- Customer service and team focus.
- Be a self-starter with the ability to work effectively with minimum supervision and take responsibility for own development.
At FIS, you can learn, grow and make an impact in your career.
- Extensive Health Benefits Program along with the Family Protection Plan
- Best-in-class career mobility options across the globe
- Award-winning learning offerings for career development
- Adaptable home - office work model
- Opportunity to work with global teams and clients.