Product Support Representative Senior

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 team:

The FIS Investor Services Manager team is a global team supporting clients worldwide for swift customer onboarding and enhanced investor screening. This role is an individual contributor position to independently work with clients and internal teams to ensure a great client experience and align teams for complex issue resolution, planning and continuous improvement, and related application support.

What you will be doing:

• Assist clients with a response to inquiries of a technical or complex nature as relates to FIS Investment Services Manager suite of products and/or services through case management.

• Monitor ticket volumes, ticket turnaround times and other metrics. Analyze results and trends for allocated clients while ensuring the response times and communication standards are met.

• Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.

• Ensure that change management is performed smoothly and according to client-specific procedures.

• Assist in RCA content creation and delivery based on knowledge and understanding of the application and issues.

• Ensure client interests are prioritized and well documented for internal and external team alignment.

• Report new or recurring problems to management and work with different teams to drive client interest.

• Attend and minute defined and as needed weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.

• Prepare and track improvement plan for continuous service level excellence.

• Ensure client expectations are managed across all active work streams to minimize escalations to senior management.

• Best practices i.e. how to best utilize functionality to meet customer business needs and advise clients on the optimal use of application functionality.

• Some flexibility of hours is required; Call Center 24x7 environment

• Other related duties assigned as needed.

• This hybrid position is located at our Jacksonville, FL building.

What you bring:

• Strong communication and presentation skills

• Good to have familiarity with fund accounting and investor services domain and clients

• 3+ years of experience in a similar role.

• Experience in support and/or client account management.

• Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact).

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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