Product Support Representative II

FIS

2d•Hybrid

About The Position

As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. Please note: this is a full-time position with a required hybrid schedule in one of the posted locations. Current and/or future sponsorships are not available for this role.

Requirements

Demonstrate knowledge of proficient to advanced SQL query reading and writing skills required.
Demonstrate knowledge of Unix/Linux file systems and the ability to locate and pull bill pay logs required.
Demonstrate knowledge of FIS bill pay and Zelle products required.
Document client information and recurring technical issues to support product quality programs and product development
Strong analytical skills
Knowledge in programming, business analysis or implementation of 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
Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience.

Nice To Haves

Prior banking or finance related experiences a plus; personal banking experience preferred
Knowledge of FIS products is 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.