Product Support Representative Senior

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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 innovations that advance 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.

Please note: This is a full-time role with a required hybrid schedule in the location posted. 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.

Current and/or future sponsorships are not available for this role.

What you will be doing:

1. Acknowledge and maintain ownership of assigned support tickets from inception through to closure

• Proactively monitor Service NOW ticketing system for incoming support requests
• Update tickets accordingly to reflect work is in progress, ensuring SLAs are adhered to
• Work closely with customers to investigate and analyze incidents.
• Actively troubleshoot issues to determine root cause and resolution. Work closely with internal cross functional teams where Level 2 or 3 support is required
• Document client correspondence throughout ticket progress
• Ensure assigned tickets are monitored and reviewed ensuring status is updated at all times
• Maintain active communication on the status of open issues with customers and participate in customer status calls with other team members

2. 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

3. Provide Level 2 functional support for the Integrity team

• Actively manage and coordinate high priority and critical incidents
• Detailed analysis and troubleshooting of complex functional issues

4. Maintain awareness of customers' level of satisfaction and escalate to management accordingly

• Act as team leader senior management. Work on ad-hoc special projects as designated by management
• Provide mentorship for associate level employees
• Conduct internal training sessions for other team members
• 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.
• Prepare training materials for client Teams calls and host Teams calls as applicable
• Understand FIS's SLA obligations to its customers and ensure adherence thereto as it pertains to assigned tickets
• Maintain relevant customer data such as contact information, core products and modules, and product version information for assigned clients

What you will need:

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

Added bonus if you have:

• Prior banking or finance related experiences a plus; personal banking experience preferred
• Knowledge of FIS products and services
• CTP Certification an advantage

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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