Product Support Representative

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, using problem-solving, testing, and analytical skills to solve problems.

About the team: 

The role of a Product Support Representative offers tremendous growth at FIS, as it offers opportunities to learn, progress and excel in your career with our company. You will be joining the Client Experience Team who is responsible for supporting FIS Securities Finance Processor – A leading front, middle and back-office system for securities financing. Job functions within this product line require client service skills, alongside market and product knowledge, which you will build during your time on the program. You will be trained in issue troubleshooting and resolution of complex financial solutions software and client facing support systems.

What you will be doing: 

• Provide in-depth product support to FIS clients by resolving incoming inquiries
• Handle customer inquiries, Incidents & requests for FIS Securities Finance Processor
• Work with the client to ensure the smooth day to day running of the client’s business
• Troubleshoot problems with software and recommend corrective action

• Respond to customer product inquiries via telephone, email or chat sessions

• Document customer information and recurring technical issues to support product quality programs and product development
• Recreate and resolve client issues in test environment, identifies/documents how applications and systems interact to support business processes

What you bring:

• BA or MA degree in: Computer Science, Finance, Maths, Business, Management, Economics or similar
• Excellent written, verbal, and inter-personal communication skills
• Fluency in English – speaking and writing
• Strong analytical, organizational and time management skills
• Analytical and problem-solving skills
• Working knowledge of Linux/Unix operating system OR Securities Lending Industry
• Computer/technical literacy (Microsoft Office: Word, Excel, Power Point)
• Working knowledge of databases would be helpful but not required
• Strong desire to learn the products, processes, and related industries
• Knowledge of FIS products a plus

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern and international work environment
• A variety of career development tools, resources, and opportunities for personal and professional growth
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Great workspaces with dedicated and motivated colleagues
• Competitive salary and benefits

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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.

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