Product Support Representative III

Position Type
Full time

Type Of Hire
Experienced (relevant combo of work and education)

Education Desired
Bachelor of Commerce/Business

Job Description
We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, 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 support for Retirement Products. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.

Please note~
this is a full-time role with a required hybrid schedule at one of our locations.

Current and future sponsorship are not available for this position
About The Team
The Omni Support team conducts triage and troubleshooting for issues that clients encounter when using the various modules of the Omni Retirement product. The team works closely with the technology/hosting specialists, developers, quality representatives, designers, and professional services teams to ensure a smooth client experience.

What You Will Be Doing

• Provide in-depth product support to FIS clients by resolving incoming inquiries
• Respond to customer product inquiries via written internet-based email or ServiceNow tickets
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Troubleshoot problems with software applications and recommend corrective action
• Document customer information and recurring technical issues to support product quality programs and product development for the Retirement team
• Recreate client issues in a test environment, identify/document how applications and systems interact to support business processes
• Other related duties assigned as needed

What You Will Need

• Prior banking or finance experience a plus, Retirement Industry experience preferred
• Strong analytical, organizational and time management skills
• The ability to work independently
• Excellent communication and problem-solving skills

Added Bonus If You Have

• Knowledge of FIS Retirement products and services
• Knowledge of ServiceNow
• AWS experience

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.