Analyst Senior, Product Technical Support
About The Position
We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS? About the team: The FIS Investor Services Manager team is a global team supporting clients worldwide for swift customer onboarding and enhanced investor screening. This role is an individual contributor position to independently work with clients and internal teams to ensure a great client experience and align teams for complex issue resolution, planning and continuous improvement, and related application support.
Requirements
- Strong communication and presentation skills
- 3+ years of experience in a similar role.
- Experience in support and/or client account management.
- Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact).
Nice To Haves
- Good to have familiarity with fund accounting and investor services domain and clients
Responsibilities
- Assist clients with a response to inquiries of a technical or complex nature as relates to FIS Investment Services Manager suite of products and/or services through case management.
- Monitor ticket volumes, ticket turnaround times and other metrics. Analyze results and trends for allocated clients while ensuring the response times and communication standards are met.
- Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.
- Ensure that change management is performed smoothly and according to client-specific procedures.
- Assist in RCA content creation and delivery based on knowledge and understanding of the application and issues.
- Ensure client interests are prioritized and well documented for internal and external team alignment.
- Report new or recurring problems to management and work with different teams to drive client interest.
- Attend and minute defined and as needed weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.
- Prepare and track improvement plan for continuous service level excellence.
- Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
- Best practices i.e. how to best utilize functionality to meet customer business needs and advise clients on the optimal use of application functionality.
- Some flexibility of hours is required; Call Center 24x7 environment
- Other related duties assigned as needed.
Benefits
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- Attractive benefits including vacation/sick pay, private medical coverage, dental coverage, 401K match, Stock options, travel insurance and more!
- Time to support charities and give back in 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
Mid Level
Education Level
No Education Listed
