Product Support Representative Iii

Job Description
Position Type :

Full time Type Of Hire :

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

Bachelor's Degree Travel Percentage :

0%
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 this role:
As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. This role serves as the primary liaison for service side of the client relationship, building of relationships with client contacts and coordination of the client loyalty process. Individual contributor role. This will be an experienced professional with experience in a client support role and some domain knowledge. Should be able to act independently to manage client issues, client engagement, client communication and issue triage. Will coordinate and work with other functional and technical teams to resolve issues for clients.
Accountability of Role:
Provide front line support to clients to manage the post-production business as usual status for Protegent applications and help triage client issues. Participate in coordination with other internal teams to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of client issues.
What you will be doing
Provides in-depth product support to FIS clients by resolving incoming inquiries.
Responds to customer product inquiries via telephone, email or client support ticketing portal.
Recreate client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
Identify root cause and provide RCA’s per FIS procedures.
Handle client escalations and ensure client satisfaction by proactively communicating with multiple resource levels, including high-level management
Document customer information and recurring issues to support product quality programs and product development.
Readily accepts responsibility for client issues, and works to resolve, even if issue is beyond normal work.
Share information and cooperates. Regularly informs other team members of both the events and the actions affecting the group. Collaborates regularly with team members on issues affecting clients and the team.
May select, develop, and evaluate personnel to ensure the efficient operation of the function.
What you bring:
Strong analytical, organizational and time management skills
The ability to work independently
You are an excellent communicator and strong problem-solver
Knowledge of FIS products a plus
Good to have finance [Capital Markets] domain knowledge
Can work well with remote teams.
Proactive, adaptable, and assertive in work &
communication.
Ability to establish and meet expectations
Ability to accept responsibility for client issues and prioritize per client needs.
Proficient with MS Office Suite and specifically MS Excel
Good to have SQL skills and ability to write simple queries.
Nice to have some basic knowledge of common coding language such as HTML, XML, aspx, C Sharp, C++, Etc.
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
FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $52,760.00 - $86,000.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.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.
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