Product Support Representative Iii
Tunis, Tunisie
I’m part of the RIMS client-facing support team that serves major clients based in the UK and in ASIA.Below are some of the actions I perform as a Technical Support Analyst at FIS:• Run SQL queries to fetch/ insert/ modify/ delete data• Convoke daily morning and evening meetings with the clients to define the priority items/projects to focus on or to discuss a specific issue and make efficient progress on it.• Technical Support: qualify issues, perform investigation and… Show more I’m part of the RIMS client-facing support team that serves major clients based in the UK and in ASIA.Below are some of the actions I perform as a Technical Support Analyst at FIS:• Run SQL queries to fetch/ insert/ modify/ delete data• Convoke daily morning and evening meetings with the clients to define the priority items/projects to focus on or to discuss a specific issue and make efficient progress on it.• Technical Support: qualify issues, perform investigation and analysis and attempt resolution• Coordinate inter-departmental resources and liaise closely with clients at all levels• Work alongside the DEV, Business analysts, Database administrators, Product owners, Network team and Support teams who are based in the UK, Pune and Tunisia.• Gain an in-depth knowledge of the products and the detailed configurations to better serve our clients• Respond to customers in written internet-based email or via telephone or scheduled meetings.• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.• Recreate client issues in test environments.• Document customer information and recurring technical issues to support product quality programs and product development.• Troubleshoot problems with software applications and recommend corrective action.• Analyze software application performance and identify areas for improvement, such as SQL optimization.• Share my knowledge and expertise with my coworkers and provide help when they need it.• Use the many tools provided by FIS for my personal and professional growth (Webinars, Workshops, LinkedIn Learning Certifications, WeLearn courses, Social events)Customers: HSBC, Investec, ICAP, Pershing, RJO'Brien, Platform Securities. Technical skills: PRO C, SQL, PL/SQL, GIT, Unix Shell Script, LinuxTools used: TeamSupport, ServiceNOW, Bitbucket, Jira, Remote Desktop Connection, PuTTY, WinSCP. Show less