Analyst Lead, Product Technical Support
About The Position
The Product Technical Support Analyst Lead resolves complex product and technical issues, manages escalated support cases, and serves as a resource for customers and internal teams. The role drives issues from initial assessment through resolution while delivering a high-quality customer experience. It combines advanced troubleshooting, stakeholder communication, and continuous process improvement. The role works closely with product, technology, and service teams to resolve complex issues, improve service quality, enhance the customer experience, and drive continuous improvement across support operations. The required work arrangement is hybrid at one of FIS’s talent centers in Jacksonville, Atlanta, Milwaukee, or New York.
Requirements
- Experience supporting enterprise software, technology products, or business applications.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience managing complex customer issues and escalations in a service-oriented environment.
- Excellent written and verbal communication skills, including the ability to collaborate across teams.
- Experience documenting solutions, building knowledge resources, and driving process improvements.
Nice To Haves
- Experience with incident management, problem management, or service delivery best practices.
- Experience leading projects, operational initiatives, or cross-functional efforts.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
Responsibilities
- Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
- Troubleshoot advanced product and technical issues, perform root cause analysis, and coordinate escalations when needed.
- Communicate status, resolutions, and recommendations to customers and internal stakeholders.
- Meet service level commitments and identify opportunities to improve support processes and operational efficiency.
- Create and maintain knowledge articles, documentation, and support resources.
- Analyze trends and recurring issues to recommend product, process, and service improvements.
- Lead or contribute to projects and initiatives that enhance support delivery and customer satisfaction.
Benefits
- Internal career growth opportunities
- Opportunities to innovate in fintech
- Inclusive and diverse team atmosphere
- Professional and personal development
- Resources to contribute to your community
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
