Product Support Representative Senior

Job Description

About FIS

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

A team of strong analytical thinkers and problem solvers. We provide in depth product support to Prophet hosted and non-hosted clients globally. Prophet is a leading enterprise-wide actuarial modelling system that helps insurance and financial services companies meet reporting responsibilities, improve risk management, and develop more profitable products faster.

Insurance's Prophet uses customizable actuarial libraries for all major product types, including regional variations. It provides the transparency, performance and control required by today's actuaries and risk managers through integrated financial modelling and data management capabilities. Over 10,000 users, across more than 850 customer sites, in more than 65 countries, rely on Prophet to model their firm's financial business.

What you will be doing

· Handle customer inquiries and provide in-depth product support for Prophet Non hosted /Hosted Clients/ FRS SaaS clients.

· Troubleshoot intermediate-complex level client issues for Prophet Suite of applications, FRS SaaS and recommend corrective action.

· Document customer information and recurring technical issues to support product quality programs and product development.

· Document knowledge base articles and share them with the team.

· Collaborate with internal teams such as infrastructure, Development, Service Delivery Management, Sales to deliver best service to customers.

· Work on multiple projects under minimal supervision as a project leader or periodically as the subject matter expert.

· Write moderately complex to complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.

· Coach and mentor junior staff.

Duties & responsibilities of the role

· Provides in-depth product support to FIS clients by resolving incoming inquiries related to Prophet Suite of applications/ FRS SaaS via ticketing tool/email/phone.

· Troubleshoots and recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.

· Resolves client concerns raised during installation, Product functionality application, operation, maintenance or compatibility matters.

· Documents customer information and recurring technical issues to support product quality programs and product development.

· Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.

· Other related duties assigned, and project work as needed.

What you bring

· 5+ years of experience.

· Prior banking/IT/Insurance 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 AWS, Microsoft Azure cloud technologies.

· Knowledge of SQL DB, Windows active Directory, Windows Infrastructure.

Bonus if you have

· Knowledge of FIS products a plus.

· Spanish/Portuguese fluency.

· Knowledge of Microsoft Excel.

· Knowledge of SaaS systems.

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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