Product Support Manager Senior - VICOR/RIDS - Boston Massachusetts

Company: Disability Solutions
Location: Boston, Massachusetts
Posted On: 05/03/2024

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%Job DescriptionWe are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?About the role:This role will be a Senior Leadership position managing a team of highly technical engineers focused on supporting the VICOR/RIDS solution. VICOR//RIDS is a Remittance/Lockbox processing solution either licensed to our clients or hosted within FIS as a SAAS product offering.About the team:------ The team supporting the VICOR/RIDS solution attain a long tenure with the product and carry a wealth of knowledge supporting the applications contained within the solution. They solution problems that carry an engineering mindset when engaged in any issue that presents itself.What you will be doing?The Senior Manager role will have responsibilities aligned with the LOB, Product objectives, and partnership across multiple teams to include Product management, Development, Sales and other activities supporting the Support team directly.

• Manages operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management.
• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
• Reports new or recurring problems to product management and/or product development departments.
• Monitors call queues, call volume and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released, or products are upgraded or patched.
• Contributes to development of the product support function.
• May develop business strategy and business plan for team/group operations including budget development.
• Selects, develops and evaluates personnel to ensure efficient operation of the function.---What you will need:The Senior Manager will need to have a deep understanding of Remittance/Lockbox processing knowledge and a keen sense of solutioning problems that carry a technical mindset.
  • Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support.
  • Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
  • Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
  • Willingly shares relevant technical and/or industry knowledge and expertise to other resources.
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills
  • Is resourceful and proactive in gathering information and sharing ideas.Added bonus if you have:
    • Experience with Lockbox Operation, Unix, Redhat8, and Platform integration.
    • Bachelor's degree in computer science or information systems or the equivalent combination of education, training, or work experience.What we offer you:A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:
      • A voice in the future of fintech
      • Always-on learning and development
      • Collaborative work environment
      • Opportunities to give back.
      • Competitive salary and benefitsFIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $133,520.00 - $224,300.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.Privacy StatementFIS 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 StatementFIS 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 hereFor 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 ModelRecruitment 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.#pridepass More...

            

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