Product Support Representative Senior

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Job Description

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.

About the team:

Global regulations have fundamentally transformed collateral management. Collateral now touches every aspect of capital markets activity, pre- and post-trade, across all asset classes and whether your focus is trading, risk management or operations, this transformation creates opportunities as well as challenges. To address these time critical collateral management challenges, we offer FIS Securities Finance Trading and Collateral Platform(formerly Apex Collateral), a unique and innovative solution that offers enterprise-wide collateral management, optimization and trading on a single platform which can be deployed on site or as cloud based.

Our Client Experience and Service Delivery team has an important role in the value chain as we provide primary day-to-day support for FIS products. Our team is geographically distributed as our clients are. These individuals are the first line of contact for our software as a service (SaaS) and installed clients, to assist in the effective and timely handling of service requests and problem resolution, as well as to answer questions regarding our products. The product support representatives who staff these desks have extensive experience in the products that constitute our FIS Solutions.

What you will be doing:

• Deliver comprehensive product support to FIS clients by efficiently resolving inquiries through multiple channels, including support tickets, email correspondence, and telephone consultations.
• Actively engage in Incident and Problem Management processes.
• Research and replicate reported software issues, create detailed documentation of use cases, collaborate with product development teams to establish issue priority, and effectively deliver corrective solutions to customers.
• Evaluate and identify product enhancement opportunities driven by market dynamics, regulatory requirements, and customer-specific operational needs, while coordinating implementation through Solution Management or Professional Services teams.
• Lead and participate in regular customer engagement meetings to assess priorities, maintain clear communication channels, and efficiently manage ticket backlogs to ensure customer satisfaction and optimal resolution times.
• Participate in scheduled Annual Disaster Recovery Exercise, ensuring business continuity. Additionally, collaborates with the deployment team during scheduled weekend software releases to maintain system updates and improvements. These critical responsibilities require flexibility in work hours and a strong commitment to maintaining system reliability.

What you will need:

• 5+ years of experience in Financial Technology domain with working knowledge of software development life cycle and maintenance.
• Proven track record of effectively communicating and collaborating with clients, stakeholders, and end-users
• Strong analytical and problem-solving capabilities with proven track record of resolving complex issues
• Ability to thrive in fast-paced production environments while effectively managing multiple priorities and maintaining clear, consistent communication with customers.
• Ability to work both independently and in a team environment.

Added bonus if you have:

• Experience working in Capital Markets or Securities Finance domain
• Past Service Desk or IT support experience
• Knowledge of programming languages like Java and C++
• Experience with databases (Oracle, SQL Server) and writing SQL queries
• Familiarity with Windows and Linux systems, plus scripting skills in JavaScript or Python

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.

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