Product Support Manager II

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Job Description

FIS Management Services, LLC seeks Product Support Manager II in Jacksonville, FL to facilitate operations of teams of representatives that respond to technical or complex inquiries related to FIS’ software products and/or services through case management. Ensure client issues are resolved and serves as an escalation point for client issues. Help to develop application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems. Report new or recurring problems to product management and/or product development departments. Monitor call queues, call volume and other metrics. Analyze results and trends. Assist in development of the product support function. Utilize AS400 technology and GMI solution. Utilize AS400 technology and GMI solution.

REQUIREMENTS: Bachelor’s degree in Computer Science, Information Systems or a related field and three (3) years of experience in the job offered or a related occupation: developing and monitoring application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems; utilizing metric to create KPIs to monitor team’s performance; working on automation and resolution of recurring issues; performing continuous analysis of incidents and root causes to avoid re-occurring issues; creating documentation and communicating with the team; managing client communication and escalations; identifying automation opportunities and improvements on the process; and utilizing AS400 experience. The employer will accept two (2) years of work experience to satisfy the bachelor’s degree requirement. 10% of travel required. Telecommuting and/or working from home may be permissible pursuant to company policies.

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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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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