Product Support Representative III

FIS

14d•Hybrid

About The Position

As a Product Support Representative, you will work with FIS clients to provide in-depth support for Retirement Products. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. Please note: this is a full-time role with a required hybrid schedule at one of our locations. Current and future sponsorship are not available for this position The Omni Support team conducts triage and troubleshooting for issues that clients encounter when using the various modules of the Omni Retirement product. The team works closely with the technology/hosting specialists, developers, quality representatives, designers, and professional services teams to ensure a smooth client experience.

Requirements

Prior banking or finance experience a plus, Retirement Industry experience preferred
Strong analytical, organizational and time management skills
The ability to work independently
Excellent communication and problem-solving skills

Nice To Haves

Knowledge of FIS Retirement products and services
Knowledge of ServiceNow
AWS experience

Responsibilities

Provide in-depth product support to FIS clients by resolving incoming inquiries.
Respond to customer product inquiries via written internet-based email or ServiceNow tickets.
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Troubleshoot problems with software applications and recommend corrective action.
Document customer information and recurring technical issues to support product quality programs and product development for the Retirement team.
Recreate client issues in a test environment, identify/document how applications and systems interact to support business processes.
Other related duties assigned as needed.