Analyst Senior, Product Technical Support

FIS Global•Jacksonville, FL

4d•Hybrid

About The Position

FIS is seeking a Senior Product Technical Support Analyst to provide expert assistance to customers using its financial technology products. The role draws on a strong understanding of banking products, operations, and customer experience across the customer life cycle. The position requires a hybrid schedule in the posted location. The analyst responds to customer inquiries, troubleshoots software application issues, recreates client-reported issues in FIS test environments, and recommends corrective action. They also document customer information and recurring issues to support product quality and development.

Requirements

At least 5 years of experience.
Ability to work independently and be a self-starter.
Excellent written and verbal communication skills.
Strong problem-solving, research, and analytical skills, including the ability to anticipate next steps.
Resourcefulness in researching and testing, including going beyond information in the manual.
Client-focused approach and ability to understand how situations affect clients.
Strong relationship-building skills with clients and internal FIS groups.
Bachelor of Commerce/Business education desired.

Nice To Haves

Experience with the HORIZON core banking system.

Responsibilities

Handle customer inquiries and resolve support issues related to teller processing and financial transactions, operational controls, operational compliance, and balancing.
Provide expert, in-depth product support to customers.
Recreate client issues in FIS test environments to identify solutions.
Ask probing questions to anticipate what clients are trying to accomplish and determine appropriate next steps.
Troubleshoot software application problems and recommend corrective action.
Document customer information and recurring issues to support product quality programs and product development.