Product Support Representative Iii

Job Description
Position Type :

Full time Type Of Hire :

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

Bachelor of Commerce/Business Travel Percentage :

1 - 5%
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 work with FIS clients to provide in-depth product support for Premium Payback. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.
What you will be doing:
- Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.
Provide in-depth product support and researching client issues.
Troubleshoot problems with equipment or software applications and recommend corrective action.
Document customer information and recurring technical issues to support product quality programs and product development.
Provides in-depth product support to FIS clients by resolving incoming inquiries.
Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Troubleshoots problems for Premium Payback product.
Documents customer information and recurring technical issues to support product quality programs and product development.
Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
What you will need:
Prior banking experience preferred
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
Prior banking or finance related experiences a plus;
personal banking experience preferred
Documents client information and recurring technical issues to support product quality programs and product development
Strong analytical skills
Organizational and time management skills required
Self-starter with proven ability to work independently
Extremely comfortable working with computers and a variety of applications
Excellent oral and written communications skills
Strong problem solving skills
Career level professional role.
Moderate skills with high level of proficiency. Handles calls more complex in nature.
Researches technical issues and documents resolution.
Works on one or more projects as a team member or occasionally as a project lead.
May coach junior staff.
Works under general supervision with increasing latitude for independent judgment.
Works on cases that last several hours to several days.
May consult with senior peers on certain projects.
Typically requires four or more years of demonstrated experience.
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.
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