Product Support Representative Ii

Job Description
Position Type :

Full time Type Of Hire :

Experienced (relevant combo of work and education) Education Desired :

Bachelor's Degree Travel Percentage :

5 - 10%
Job Description
The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know:
Are you FIS?
About the role:
As a Product Support Representative, you will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
About the team:
We are a multi-faceted team that supports a suite of Credit Risk applications for various Tier I and Tier II banks. The team consists of problem solvers that take technical issues and work with the client and internal stakeholders to resolve issues encountered by clients.
What you will be doing:
Provide ongoing support to functional resources to help triage client issues and participate in technical initiatives to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of technical issues.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
May be involved in customer installation and training. Provides support to customer/users where the issue is highly technical or sophisticated in nature.
Work on small CX projects independently or have ownership of project execution when multiple staff members are working on the project.
Coordinate queue management and resolution times for technical support tickets.
Liaise with functional support teams to address critical technical support items and assist the team with client triage sessions.
Collaborate with Prod Ops to track monitoring issues and provide assistance as required to the Ops teams.
What you bring:
Have exposure/Supporting web-based application
Know the basics of C#, Asp.Net Web Forms, Asp.Net MVC, web services, JavaScript
Understand how debug code using Visual Studio IDE
Ability to troubleshoot IIS configuration issues with deployed applications
SQL
Ability to write SQL queries with all types of join and group by
Comfortable using SQL built in functions
Understand how to debug complex SQL scripts, procedures, views and functions.
Are comfortable with Microsoft SQL Server Management Studio
Have good communication skills
Can work well with remote teams
This is a hybrid position located in our Jacksonville, FL office
Added bonus if you have:
Finance [Capital Market] domain knowledge
Other technical skills
Powershell scripting experience
Familiarity with Perforce
What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:
Opportunities to innovate in fintech
Tools for personal and professional growth
Inclusive and diverse work environment
Resources to invest in your community
Competitive salary and benefits
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer:
In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model;
a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
#pridepass