Provide product support for incoming client tickets. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Recreates client issues in test environment, identify/document how applications and systems interact to support business processes. Review and provide CX reporting metrics. Work with other FIS team (Product, Development, IT Operations, PS) to address client issues. Support junior staff with more complex tickets and issues and assist i... more details
Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Commerce/Business
Travel Percentage :
0%
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:
The Product Support Representative Senior will provide ongoing support to help triage client issue. The product support representative will be a client facing role, advocate on behalf the client and work with all the internal support teams to ensure we can address any client related queries.
The Product Support Representative Senior will work on troubleshooting and recreating issue to pass on to our technical teams. The person will be responsible for ensuring tickets are updated and closed as expediently as possible.
About the team:?
The Client Experience team has responsibility for Level1 and Level2 support of over 400+ that use the Private Capital Suite and Digital Data Exchange clients. The team is a diverse group of CX professionals working together to ensure we provide an excellent client experience.
What you will be doing?
Provide product support for incoming client tickets
Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
Recreates client issues in test environment, identify/document how applications and systems interact to support business processes
Review and provide CX reporting metrics
Work with other FIS team (Product, Development, IT Operations, PS) to address client issues
Support junior staff with more complex tickets and issues and assist in training
Assist CX manager with projects and processes
What you will need:
Business or related bachelor’s degree
Prior Private Capital Suite and Digital Data Exchange or Private Equity experience
Strong verbal and written communication skills
Ability to multitask and handle queries for multiple clients
Ability to work independently at times and also work with other team members
Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact).
Familiarity supporting applications hosted in public cloud and multi tenant environments.
3+ years of experience in a similar role.
This hybrid position is located in Jacksonville, FL.
Added bonus if you have:
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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