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Product Support Representative

2 months ago

Jacksonville, 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 Senior Product Support Representative, you will administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfies client needs.


About the team:

Ambit Asset Finance is a configurable, end-to-end leasing and financing process management solution. It supports all asset-types and multinational operations, helping eliminate dependency on disparate legacy systems for increased operational efficiency and reduced total cost of ownership.

The Ambit Asset Finance Support team is a global team of highly experienced consultants working collaboratively to support multi-national banks and asset leasing organizations many countries.

This is an opportunity for the right individual to join a growing team of dedicated professionals in a fast-paced environment, with the aim of supporting an increasing client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers and QA engineers with vast product knowledge.


What you will be doing:

As a Senior Product Support Representative, you will be the face of the FIS organization and will utilize your considerable communication skills to build strong and lasting relationships with your clients. Your daily work will be to assist the Ambit Asset Finance clients with their day to day management of the software as part of the Asset Finance Global Support Team, using your excellent problem-solving skills to replicate and analyze issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyze current business processes, procedures and work practices with the aim to improve your client’s efficient use of the software.

Key responsibilities:

  • Incident management
  • Act as the point of contact within a global support structure for diagnosis and resolution of incidents.
  • Engage directly with clients to resolve incidents
  • Periodically fulfil on-call responsibilities to provide 24x7 support capabilities for major incidents.
  • Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents.
  • Client relationship building
  • Working with your clients to document their current business processes, procedures and work practices with the aim of identifying areas of improvement in system functionality and processes. The expectation is that you will be a SME in both the product and your clients’ business processes to ensure that the product meets your clients’ current requirements and future growth plans.
  • Increase your clients’ efficient use of the software by suggesting optimal business practices, designing and implementing functional solutions to address business process and procedural shortcomings.
  • Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find.
  • Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities.
  • Responsibility for ongoing learning of the Ambit Asset Finance application and business processes of key clients. This entails creating and preparing detailed training manuals and ‘how to’ documents to clients and peers alike.


What you will need:

  • Previous experience in a technical support role is essential, with a strong and unrelenting dedication to customer success is imperative.
  • Relevant tertiary qualification and/or professional experience in software development, systems analysis, design and architecture
  • Experience with relational databases Microsoft SQL Server and Oracle
  • Experience with reading C# and a good understanding of Object-oriented development would be highly desirable
  • Sound analytical, design and problem-solving skills, with a high degree of numeracy and a capacity for complex concepts
  • A positive, proactive and professional attitude – a team player who can also work independently under minimum supervision

Added bonus if you have

  • Experience in Accounting or Leasing would be highly beneficial
  • Previous programming experience will stand you to good stead when analyzing complex financial issues. Note: This is not a developer role.
  • Good oral and written communication skills.


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