Analyst Lead, Product Technical Support

FIS•Jacksonville, FL

About The Position

As an Analyst Lead, Product Technical Support, you will provide expert support for FIS Treasury Management System (Integrity) clients, helping organizations manage cash flow, financial transactions, and financial risk. You will serve as a trusted resource for customers, resolving complex system and process-related issues while ensuring a high-quality support experience. Success in this role means enabling clients to maximize the value of their treasury technology, optimize operational efficiency, and maintain seamless business processes. You will collaborate closely with internal teams and customers to drive problem resolution and continuous improvement.

Requirements

Experience in a client-facing technical or product support role.
Strong verbal and written communication skills with the ability to explain complex concepts clearly.
Excellent analytical and problem-solving capabilities.
High attention to detail and commitment to delivering quality outcomes.
Strong interpersonal skills and willingness to learn complex financial and technology products.
Effective organization, prioritization, and time management skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Proficiency with computers, business applications, and enterprise software platforms.
Fluent English communication skills.

Nice To Haves

Experience in banking, treasury, financial services, or fintech environments.
Knowledge of treasury management, cash management, payments, or financial operations.
Experience supporting SaaS-based business applications.
Experience providing ServiceNow user support or administration.
Familiarity with software integrations, data troubleshooting, and workflow management processes.

Responsibilities

Provide expert-level support for Treasury Management System users, addressing cash management, dealing, and system configuration inquiries.
Investigate and resolve application, data, and system-related issues to minimize customer disruption.
Support customers with account setup, payment processing, and transactional workflow questions.
Troubleshoot software functionality, integration, and performance concerns while recommending effective solutions.
Collaborate with product, development, and operational teams to document recurring issues and improve customer outcomes.
Educate clients on product functionality, enhancements, releases, and industry best practices.
Analyze customer-reported issues, identify root causes, and communicate timely resolutions.
Contribute to process improvements that enhance team productivity, service quality, and operational efficiency.
Maintain accurate case documentation and ensure compliance with support standards and processes.
Build strong customer relationships through proactive communication and professional problem-solving.