Product Support Representative Senior
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. What you will be doing: • 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.
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
- Knowledge of FIS products is preferred
- 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.
Benefits
- Opportunities to innovate in fintech
- Tools for personal and professional growth
- Inclusive and diverse work environment
- Resources to invest in your community
- Competitive salary and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
