Product Support Representative I

5 days ago

Jacksonville, Florida, United States FIS Full time

About the Role:

We are seeking a highly skilled and motivated Product Support Representative I - ALM Finance Support Analyst to join our team at FIS. As a key member of our Asset Liability Management software support team, you will be responsible for providing exceptional customer support to our clients, ensuring the quality and utilization of our software products meet their needs.

About the Team:

Our team is a dynamic group of problem solvers who take technical issues and work with clients and internal stakeholders to resolve issues encountered by clients. We are passionate about delivering innovative solutions that advance the way the world pays, banks, and invests.

Key Responsibilities:

  • Respond to situations as first-line product support to isolate or fix problems in software.
  • Involved in customer installation and training. Provides support to customer/users where the issue is technical in nature.
  • Work on small CX projects independently or have ownership of project execution when multiple staff members are working on the project.
  • Coordinate queue management and resolution times for technical support tickets.
  • Liaise with functional support teams to address critical technical support items and assist the team with client triage sessions.
  • Collaborate with Prod Ops to track monitoring issues and provide assistance as required to the Ops teams.

Requirements:

  • Technical skills: Excel - should be able to write basic Excel functions.
  • Miscellaneous: Good communication skills, can work well with remote teams.
  • Soft skills: Pragmatic and capable of solving complex issues, ability to understand business needs, excellent communication and client-focus, push innovative solutions, service-oriented, flexible & team player, self-motivated, take initiative, attention to detail.

Preferred Qualifications:

  • BS in Finance (Information Technology minor), BS in Information Systems, BS in Business with an Information Technology minor.
  • Good to have finance Asset Liability Management domain knowledge, interested in Finance and Fintech is a plus, interested in balance sheet management, ability to speak Spanish.

What We Offer:

  • 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.

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