Product Support Representative II

FIS

2d•Onsite

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 are ready to start learning, growing, and making an impact with a career in fintech, we would like to know: Are you FIS? This role provides in-depth product support to FIS clients by resolving incoming inquiries. It involves responding to customer product inquiries via telephone or in written internet-based email or chat sessions, and resolving customer concerns raised during installation, operation, maintenance or product application or compatibility matters. The representative will troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action. Additionally, they will document customer information and recurring technical issues to support product quality programs and product development, and recreate client issues in a test environment, identifying and documenting how applications and systems interact to support business processes. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities. Bilingual Spanish is preferred. The schedule is Monday-Friday 8AM-4:30PM CST. This is a fully on-site position requiring the ability to commute to 4900 West Brown Deer Road, Brown Deer, WI 53223.

Requirements

High school diploma or GED
Knowledge of FIS products and services
Strong analytical skills
Knowledge in programming, business analysis or implementation of software software products
Organizational and time management skills required
Self-starter with proven ability to work independently
Extremely comfortable working with computers and a variety of applications
Excellent oral and written communications skills
Strong problem-solving skills

Nice To Haves

Prior banking or finance related experiences a plus
Personal banking experience preferred
Bilingual Spanish Preferred

Responsibilities

Provides in-depth product support to FIS clients by resolving incoming inquiries.
Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
Documents customer information and recurring technical issues to support product quality programs and product development.
Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
Other related duties assigned as needed.