Product Support Representative II

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. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.
About the team:
The CX team is responsible for optimizing our clients’ experience by efficiently managing client issues and stabilizing operational aspects while continuously working on innovative improvement. 

What you will be doing:
 

In a Product Support Representative role, you will be exposed to a broad cross-section of the financial industry. Gain in-depth knowledge of exchange technologies and markets. 

As a Product Support Representative, your responsibilities will include:

• Handling customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.

• Providing in-depth product support and researching client issues.

• Troubleshooting problems with equipment or software applications and recommend corrective action.

• Documenting customer information and recurring technical issues to support product quality programs and product development.

What you bring:

• Bachelor’s degree in computer science or finance or equivalent.

• Knowledge of SQL , basic IT technologies, i.e., operating systems, network devices, software development and architecture

• knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)

• The ability to work independently

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors.

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.

• Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills.

• Requires some flexibility in hours, call center, 24x7 environment and occasional weekend support.

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.

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