Product Support Representative

7 hours ago

New York, New York, United States Fidelity Information Services Full time
About the Role:

As a Senior Product Support Representative at Fidelity Information Services, you will be responsible for handling complex product-related inquiries and providing in-depth technical support to clients. You will utilize your analytical skills to troubleshoot technical issues and document resolutions. Additionally, you will work on projects as a team member or project lead, and may coach junior staff. This role requires strong problem-solving skills, excellent communication skills, and the ability to work independently with increasing latitude for independent judgment.

Key Responsibilities:
  • Provide in-depth product support to FIS clients by resolving incoming inquiries.
  • Respond 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.
  • Document 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.
  • Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
  • Other related duties assigned as needed.
Requirements:
  • Bachelor's Degree in business or related field or the equivalent combination of education, training, or work experience.
  • Prior banking or finance related experiences a plus; personal banking experience preferred.
  • Document client information and recurring technical issues to support product quality programs and product development.
  • Knowledge of FIS products and services.
  • Strong analytical skills.
  • Knowledge in programming, business analysis or implementation of software products.
  • Organizational and time management skills required.
  • Self-starter with proven ability to work independently.
  • Extremely comfortable working with computers and a variety of applications.
  • Excellent oral and written communications skills.
  • Strong problem-solving skills.
  • Previous experience utilizing the HORIZON H360 reporting tool, or the IBM Cognos applications is highly desired.
What We Offer:

A career at FIS is more than just a job. It's the chance to shape the future of fintech. At FIS, we offer a voice in the future of fintech, always-on learning and development, a collaborative work environment, opportunities to give back, and competitive salary and benefits.

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