Analyst II, Product Technical Support

FIS • Jacksonville, FL

1d

About The Position

The Analyst II, Product Technical Support provides in-depth product support to FIS clients. The role handles client questions, issues, and requests; conducts functional investigations; communicates findings; and collaborates with cross-functional teams to resolve internal and external issues. The analyst 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.

Requirements

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

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.
• Perform functional investigations, communicate findings to clients, and collaborate with cross-functional teams on remediation and resolution.
• Lead client meetings to discuss expectations and maintain client relationships.
• Work flexible, rotating shift hours; additional paid shifts may be available on weekends and holidays.

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.

What This Job Offers

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