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Product Support Representative I

3 months ago

Milwaukee, United States FIS Full time

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.

What you will be doing:

  • Provides in-depth product support to FIS clients by resolving incoming inquiries.
  • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
  • Documents customer information and recurring technical issues to support product quality programs and product development.
  • Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
  • Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.
  • Provide in-depth product support and researching client issues.
  • Troubleshoot problems with equipment or software applications and recommend corrective action.
  • Document 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 as needed.

What you will need:

  • ​​Bachelors degree in computer science, equivalent combination of education or relevant professional experience
  • 1yrs+ experience
  • Strong analytical, organizational and time management skills
  • Extremely comfortable working with computers and a variety of applications
  • Excellent written and oral communications skills
  • You are an excellent communicator and strong problem-solver
  • Self-starter with proven ability to work independently
  • Knowledge in programming, business analysis or implementation of software product

Added bonus if you have:

  • Knowledge of FIS products is a plus

What we offer you:

  • 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