Job Title : Product Support - Engineer I
Requisition Number : 7775
Job Level : Engineer I
Functional Discipline : Product Support
Job Type : Fulltime-Regular
Job Category : Professional Services
Dept Group : Product Services (PS)
Travel % : 0 to 10%
Country : India
State/Province : Karnataka
Office Location : Bangalore
Job Description :
As a member of the Global Application Support & Fulfillment Team the incumbent will be required to provide support for the FICO™ Product Application Deliveries to world wide FICO customers, both internal and external.
Must be a strong team player who will enjoy being part of a friendly but hard working client focused team that cares passionately about providing the highest possible levels of service and client satisfaction. Position will be responsible for providing Fulfillment of various Products Supported by FICO to clients. This role will work with both the FICO implementation teams during project implementation as well as take over support responsibilities after the implementation projects have concluded, and provide successful deliveries to clients as and when required.They will work with other product support teams globally to ensure that FICO clients receive quick resolution to any problems with FICO software.
- Provide Level1 & level 2 Support on LiquidCredit, an Application hosted within FICO for for our Global clients.
- Assume production-down 24 x 7 on-call duties in a managed rotation.
- Perform packaging and fulfillment and activities for established and new product solutions including FTS setup for deliveries, making deliveries and escrow deposits.
- Respond to, track and update incoming customer fulfillment requests.
- Maintain customer tracking database.
- Maintain version, release and customer information in the System.
- Work with Product Support Teams, Finance and other FICO teams to ensure the data in Oracle is complete and correct.
- Exercise judgment within defined practices and procedures, provides status on progress and makes recommendations on process improvements
- Periodically accommodate requests to work outside standard India Business hours due to quarter end activities.
Experience / Qualifications :
- Bachelor’s degree or equivalent or demonstrated skill and/or related industry experience.
- Ability to work with Windows , Unix and SQL Database
- Good SQL query writing skills - scripting/programming experience in SQL Query language or UNIX Shell
- A basic understanding of XML file formats
- Exceptional organizational and communication skills across both technical and non-technical audiences, both written and verbally.
- Work well independently or with little supervision; confident in ability to work with variety of personality types and styles at all levels.
- Excellent customer service skills.
- Able to multi-tasking and possess excellent organization skills, and follow-through.
- Ability to work well under pressure and meet deadlines.
- Experience working with the latest versions of Windows operating systems.
- Excellent MS Office skills (Word, Excel, Access, email.)
- Previous experience implementing FICO products
