Analyst II, Product Technical Support

FIS Global • Jacksonville, FL

1d

About The Position

The Analyst II, Product Technical Support provides product support to FIS clients, responding to questions, issues, and requests. The role performs functional investigations, communicates findings to clients, and collaborates with cross-functional teams to remediate and resolve internal and external issues. It also leads client meetings to discuss expectations and maintain strong client relationships.

The Adaptiv CX team supports the Adaptiv solution for a global client base. It manages product-support interactions, investigates and troubleshoots customer-impacting issues, and identifies and validates software defects. The position works flexible, rotating shift hours; additional paid shifts may be available on weekends and holidays.

Requirements

• Bachelor’s degree required, preferably in Computer Science, Mathematics, Physics, Engineering, or a related field.
• 2–4 years of relevant work experience.
• Knowledge of business goals, objectives, and operations within the appropriate FIS organization.
• Strong analytical skills.
• Strong organizational and time-management skills.
• Ability to work independently as a self-starter.
• High level of comfort working with computers and a variety of applications.
• Ability to work flexible, rotating shift hours.

Nice To Haves

• Knowledge of SQL.
• Interest in or knowledge of financial risk.
• Experience with programming languages such as C# or Delphi/Pascal.
• Knowledge or experience in programming, business analysis, or software product implementation.

Responsibilities

• Provide in-depth product support to FIS clients by resolving incoming inquiries.
• Respond to client product inquiries by telephone, email, and/or ticketing system.
• Use interpersonal skills and product knowledge to support daily client-facing activities.
• Resolve client concerns related to software solutions hosted by the client or FIS.
• Troubleshoot software application issues and recommend corrective action or partner internally to identify a resolution.
• Recreate client issues in test environments.
• Document client information and recurring technical issues to support product quality initiatives and product development.
• Interact with clients, communicate investigation findings, and lead client meetings to discuss expectations and maintain relationships.
• Collaborate with cross-functional teams to drive remediation and resolution of issues.

Benefits

• Competitive salary and benefits.
• Career development tools, resources, and opportunities.
• Paid time off to support charities and give back to the community.
• A comprehensive range of benefits designed to support lifestyle and wellbeing.
• Additional paid shifts may be available on weekends and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level