Lead Associate - Marketing Support

FIS

Responsibilities
Experience
Workhours

Position Responsibilities\Requirements:

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.  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.  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 user’s issue and determining the best way to resolve the problem.  At this level, the associate will be looking at known issues and providing insights to the user where known solutions have already been documented.  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.

  • 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 company’s 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 team’s image is maintained to a high standard.

FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 55,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

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Confirmed 20 hours ago. Posted 30+ days ago.

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