Product Support Representative III

4 weeks ago

Virtual from Any State, United States FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

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 role:
As an FIS Product Support Representative-III, you will be responsible for providing functional support for the Integrity SaaS software and solutions for our customers throughout the Americas region. The person in this position will be responsible for providing primary application support for a number of clients. 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.

What you will be doing:

  • Proactively monitor Service Now (SNOW) ticketing system for incoming support requests
  • Acknowledge and maintain ownership of assigned support tickets from inception through to closure
  • Document client correspondence throughout ticket progress
  • Update tickets accordingly to reflect work is in progress, ensuring SLAs are met
  • 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
  • Maintain active communication on the status of open issues with customers and participate in customer status calls with other team members
  • 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
  • Provide application support which includes detailed analysis and troubleshooting of complex application issues
  • Maintain awareness of customers' level of satisfaction and escalate accordingly
  • Work on ad-hoc special projects as designated by management
  • Conduct internal training sessions for other team members
  • Assist with troubleshooting and knowledge transfer for team members
  • Understand FIS One 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
  • Keep up with product training requirements and documentation in order to keep abreast of the new releases and product changes
  • Flexible work and holiday schedule


What you will need:

  • Three or more years of Integrity or SaaS experience or other treasury management systems
  • Strong treasury/financial markets background in one or more of the following areas: cash management, financial analytics, advanced treasury instruments, bank communications, treasury accounting
  • Demonstrable analytical and troubleshooting skills
  • Customer support, implementation and/or project management experience required
  • Excellent interpersonal and communication skills
  • Excellent organizational and time management skills
  • Degree in finance/accounting/economics/business required. An equivalent combination of education, training, or work experience would be considered

Preferred Skills:

  • CTP Certification an advantage
  • Experience with treasury various types of interfaces and understanding of workflows
  • Experience with relational databases (SQL Server) and ability to develop SQL queries and update scripts
  • Experience with Crystal reporting
  • Experience with customer support or service management software
  • Experience with remote communication and support tools


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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