SunGard Client Support Consultant in Philippines
Client Support Consultant
Job ID #:JR21321
Functional Area:Client Services
Position Type:Full-Time Regular
Primary Location:PH-Manila-Manila 4th Floor, Ecoplaza Building-1804
Education Desired:Bachelors Degree or equivalent
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We have an exciting role in our Philippines office as a Client Support Consultant. This role reports to the Product Support Manager.
GENERAL DUTIES & RESPONSIBILITIES:
Responsible for resolving functional and technical questions or issues encountered at client sites. This includes collaboration with other service areas if appropriate, follow up, testing and troubleshooting. Serves as primary support liaison between company and customer providing quality service.
Responsible for entering all issues into our issue tracking system with detailed information, and following up with clients.
Escalate issues if unable to resolve within defined time frames.
Responsible for identifying and documenting product defects for review and validation.
Work closely with product management to help identify customer requirements and support trends.
Maintain a high level of customer satisfaction which is measured on a regular basis.
Represent the team in a number of other functional areas within the company (i.e. internal training, customer visits).
- Bachelor’s degree in Computer Science, Engineering or equivalent or demonstrated skills and/or related experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Experience of working in customer facing environments with enterprise customers for a software vendor a must. ITIL exposure a plus.
A background in credit, collections or query management is strongly desirable. A technical background and/or prior experience working in a Helpdesk environment also preferred.
Working knowledge of current Microsoft Windows operating systems (client and server platforms). Knowledge of UNIX, Linux a plus.
Working knowledge of Relational Database (RDBMS) technology with basic administration experience in Microsoft SQL and/or Oracle.
Knowledge of Java’s J2EE a plus.
Experience managing critical situations.
Excellent written and verbal English communication skills is a must.
Must be personable, energetic, passionate, and has great interpersonal skills.
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 53,000 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.
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 availablehereandhere
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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.
As part of the selection process this role may require an assessment to determine suitability