Product Support Representative Senior

Position Type
Full time
Type Of Hire
Experienced (relevant combo of work and education)
Education Desired
Bachelor of Commerce/Business
Travel Percentage
0%

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 Senior, you will be responsible for providing Level 1 & 2 support for FIS Integrity software and solutions for our customers throughout the Americas region. The person in this position will be responsible for providing primary functional support for a number of FIS Integrity clients and will act as a Level 2 senior resource for the highly specialized, experienced, functional support team. In addition, this role will be responsible for customer relationship management with key clients by conducting regular status and customer care meetings and, where applicable, implementing service improvement plans. A key performance function of this position is to build and maintain customer satisfaction.
This position may be required to work shifts outside of normal business hours. In addition, some support issues may require work to continue beyond assigned shift hours.
What You Will Be Doing

• Assist with in house testing and validating patches, configuration changes and other solutions provided by development teams to validate recommended resolution of specific client incidents.
• Acknowledge and maintain ownership of assigned support tickets from inception through to closure
• Provide mentorship for associate level employees
• Maintain awareness of customers’ level of satisfaction and escalate to management accordingly.
• Strong Integrity/financial markets background in one or more of the following areas~ cash management, financial analytics, advanced Integrity instruments, bank communications, Integrity accounting.
• Conduct internal training sessions for other team members
• Act as team leader for senior management. Work on ad-hoc special projects as designated by management
• Assist with troubleshooting and knowledge transfer for team members, particularly with respect to technical functions such as database queries, Crystal reporting, Enterprise Solutions interfaces, etc
• Provide Level 2 functional support for the Integrity team.

What You Will Need

• Bachelor’s degree in finance/accounting/economics required.
• The ability to work independently.
• Prior banking experience preferred
• Knowledge of FIS products a plus.
• You are an excellent communicator and strong problem-solver.
• Five or more years of FIS Integrity experience preferred or other Integrity management systems
• Excellent interpersonal, communication, organizational, and time management skills.
• Strong analytical, organizational and time management skills.

P Referred Skills

• CTP Certification an advantage.
• Experience with various types of interfaces and understanding of workflows.
• Experience with customer support or service management software.
• Technical knowledge of server configurations, functional installations and interfaces.
• Experience with remote communication and support tool.
• Understanding of relational databases (SQL Server) and ability to develop SQL queries and update scripts.

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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