Job Details
- Job Type – Full-Time
- Apply Before – September21,2020
- Salary – Negotiable
Job Requirements
- Experience Required –
- Gender Required – Male & Female
- Qualifications Degree Required – Degree Bachelor
- Experience You Gain – Entry Level
0-s Years
Job Description
Company Name: FIS Global Role: Analyst Exp: 0 to 3 yearsWhat you will be doing:To register and classify received issues as Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.Maintain overall ownership of reported issues ensuring that resolution is provided within the SLA.Provide technical/ customer support via phone, email and web based tools.Perform various SQL procedures and queries on EMBOSS system. Ensure the changes have reflected on both the Datacentres.Continue to enhance WPT Technical, Product & Process knowledge by participating in various training, service transition and demo sessions.Advise customers regarding the product’s proper use and address specific user issues.Keep customers/ merchants informed about their Incidents’ status at agreed intervals.Log and maintain incidents on Service Now/ Salesforce at the appropriate level of quality, and ensure proper follow ups with customers.Follow standard procedure for proper escalation of unresolved issues to the Level 3 and/ or Problem Management Team.If no solution or workaround can be found, escalate the issues to Application Maintenance Team (Level 3) and keep the complete ownership of the ticket, keep the customer informed with the progress.During the escalations, act as a liaison between customers and technical teams i.e. Level 3, Development, and Testing etc.Ensure the SLA is met on each ticket/ incident, bring any incident to manager’s notice that has breached SLA.Perform any pre-defined tasks.Knowledge/Experience:0 to 3 years of experience in working in a multinational company in support servicesExperience in supporting internal/external customers via phone as well as emailPossess excellent communication skills, with an emphasis on verbal and written communication in EnglishAdequate knowledge on desktop applicationsAbility to solve incidents/ issues quickly and completelyFull awareness of Support SLASignificant knowledge of remote access tools i.e. Webex and Microsoft Word, Excel and PowerPointA solid understanding of Internal proceduresAbility to multi-task and stay organized in a dynamic work environmentAbility to understand the security protocols like FTP, TLS, and SSL etc.Basic knowledge of SQL & Linux and its basic commandsDesirable:Awareness of remote access toolsBasic computer operating and function knowledgeAble to work whilst heavy work loadComfortable with rotational shifts and working on weekends.Basic knowledge of Payment domain i.e Card schemes, transaction flow, PIN PEDs etc.Focused and commitment towards the workCareer orientedWell stability
Location: Indore, IN
