Analyst Senior, Product Technical Support

FIS•Jacksonville, FL

2d•Hybrid

About The Position

At FIS, innovators, problem solvers, and changemakers work together to create technology that advances the world of finance. This role uses banking-business expertise to provide product technical support. Successful team members understand how banks serve customers, offer products and services, manage operations, and deliver customer experiences throughout the customer lifecycle. The position follows a required hybrid schedule in the posted location. It provides expert support for banking product issues, recreates client-reported issues in FIS test environments, troubleshoots software applications, and recommends corrective action. The role also documents 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 and research skills, including the ability to anticipate next steps.
Strong analytical skills and resourcefulness in researching and testing beyond what is found in the manual.
Client-focused approach and ability to understand how situations affect clients.
Strong relationship-building skills with clients and internal FIS groups.

Nice To Haves

Experience with the HORIZON core banking system (preferred, but not required).

Responsibilities

Handle customer inquiries and resolve support issues involving 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 and anticipate the next steps in what clients are trying to accomplish.
Troubleshoot software application problems and recommend corrective action.
Document customer information and recurring issues to support product quality programs and product development.