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FIS · 17 hours ago

Product Support Manager Senior

US GA ATL 201 STE 900

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

FIS is a global leader in financial services technology, and they are seeking a Product Support Manager to oversee customer support for their products. The role involves managing operations, developing policies, and ensuring high-quality support while collaborating with various internal teams.

BankingFinancial ServicesFinTechPayments

Responsibilities

Managing operations of teams responding to technical and complex inquiries through case management

Developing and monitoring policies, procedures, and operating systems for efficient support

Reporting recurring issues to product management and development teams

Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded

Ensuring representatives are trained on new product releases, upgrades, and patches

Contributing to the development of product support functions and strategies

Managing budgets, staffing, and scheduling across multiple cost centers

Selecting, developing, and evaluating personnel for optimal team performance

Serving as an escalation point for client issues, including senior-level engagement

Other related duties as assigned

Qualification

Network planningIT technologiesProject managementFIS products knowledgeWorkforce management toolsCommunication skillsLeadership skillsDecision-making skillsConflict managementTeamwork ability