Ben Arous, Tunisia
• Manages CXSD Client Application Support team that respond to inquiries of a technical or complex nature as relates to FIS Trade Clearing 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. • Documents customer information and recurring technical issues to support product quality programs and product development. • Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes. • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. • Monitors call queues, call volume and other metrics. Analyses 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. • Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities. 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. • May build industry relations communicating technologies and operational concerns through industry networking. • Some flexibility of hours is required; Follow the sun support model • Ensure Capital Market goals are reached as defined in your goals.
As a Product Support Representative, We are working with FIS clients to provide in-depth product support. we take incoming inquiries to resolve customer concerns raised during operation or product application. Client Experience role is part of FIS Securities, Derivatives, and Tax Processing business, supporting EMEA clients on their middle-office architecture (FISCD TC / Clearvision) Tasks • Handle customer request such as request for new user access or revoke access, request information or documentation, and Responds to customer product inquiries via phone or via email. • Provide in-depth product support and researching client issues. • Troubleshoot problems with software applications (Clearvision, Stream Gateway & FISCD TC) and recommend corrective action. • Resolves client concerns raised during operation, maintenance product application or installation, and compatibility matters for Hosted and Inhouse clients,. • Monthly CX TC EMEA Account Governance meeting • Participating in the Disaster recovery test for all FISCD / CV clients • follow up with MS & Project team for the new implementation of FISCD clients or new markets • follow up with MS & Project team for the CV to FISCD market migration • Manage the backlog and keep all cases updated, follow up on all escalated tickets with the DEV Team to accelerate the treatment of requests and to give a final solution to our clients. • Create a Knowledge base and share it with the team based on the different cases and requests treated and the Incident opened. • Document customer information and recurring technical issues to support product quality programs and product development.
Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process. See description above successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise, and some mission-critical). Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements. May act as a mentor to lower-level employees working on similar hardware and software.
HP INC. – TECHNICAL SOLUTIONS GWE COMPUTING TEAM, NOV 2014 – AUG 2021 • Successfully resolve technical issues (hardware and software) for mobile, desktop, workstation, and thin client products in a B2B environment • Manage the request of the top account and assist the partner and onsite engineer • Handling Account Delivery Manager Request and ensuring coordination with the correct fields • Retained existing clients and developed the new business by extending high-quality and efficient service. • Worked closely with team members to meet all customer service requirements. Defined and documented technical best practices. HP INC. - CUSTOMER SOLUTION WORKSTATION AND THIN CLIENT FRANCE SUPPORT, 2013 – NOV 2014 • Making Customer support for HP Graphic Workstations, HP Business Desktops, Mobile products • Troubleshoot and diagnose problems • Establishment of availability and performance tests • Create/ Rebuild Volume RAID (RAID 0-RAID 5-RAID 10) • Install/Uninstall Softpaq / software application HP INC. - CUSTOMER SOLUTION FRANCE SUPPORT, JUI 2010 – 2013 • Solved customer issue concerning the mobile product • Assist the partner and onsite engineer and top account Customer
TECHNICAL SUPPORT FOR CUSTOMER SOLUTION