FICO hiring "Product Support - Engineer I " for B.E/B.Tech/Other graduates, freshers, Bangalore, October 2012
Saturday, October 13, 2012
| Requisition Number: | 6990 | |||||
| Posting Title: | Product Support - Engineer I | |||||
| 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: | Why make a move to FICO? At FICO, you can advance your career within one of the fastest-growing fields in technology today - analytics. With our industry leading credit scores and other solutions, FICO is the leader in predictive analytics for banking, insurance, retail and healthcare. Our ability to drive smarter decisions is driving some of the world’s leading companies to a new level of analytics-fuelled success. Our success is founded on really talented people – just like you – who enjoy: Innovation – change the game for us and for our clients around the world Teamwork – lead and learn from the very best in your field High Performance – challenge yourself and reap the rewards of delivering results Opportunity – grow with a global company that develops talent The Application Support team member is responsible for providing product support for FICO hosted solutions. Responsibilities will include supporting clients of FICO hosted solutions, configuration and setup, collaboration with FICO internal IT and operations teams, as well as product development and product management teams. This role also includes some Fulfillment activity,including deliveries to external and internal clients; generating the necessary license keys; interpreting contracts; and interfacing with the client, sales team, finance and the legal teams As a member of the Global Support & Fulfillment Support 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. The Application Support team member is responsible for providing product support for FICO hosted solutions. Responsibilities will include supporting clients of FICO hosted solutions, configuration and setup, collaboration with FICO internal IT and operations teams, as well as product development and product management teams.Perform packaging and fulfillment and activities for established and new product solutions including FTP setup for deliveries, making deliveries and escrow deposits. Respond to, track and update request for support of FICO hosted solutions • 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. • Participate in data integrity cleanup projects from start to finish; • Run and review data compliance reports to ensure completeness and compliance, with SCP initiatives and revenue recognition rules; • In conjunction with the PTO, deliver and maintain data clean up processes and procedures. • Contribute professionally and consistently to documentation, delivery processes and procedures; • Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus with professional communication at all times. * Handling on-boarding any customer to the portal in real-time for that region * Good customer-facing skills in general to handle phone and emails. • updating defects in QA / Rally which are closed over to a closed status in Service Cloud • Exercise judgment within defined practices and procedures, provides status on progress and makes recommendations on process improvements • Manage work assignments, priorities, and schedules with input from more senior specialists or direct manager • 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. • 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.) • Experience on any help desk system, or call logging system. | |||||
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