Product Support Representative Seniors

FIS • Jacksonville, FL

2d • Remote

About The Position

FIS Management Services, LLC seeks Product Support Representative Seniors in Jacksonville, FL to administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfy client needs. Provide in-depth product support to FIS clients by resolving incoming inquiries. Respond to customer product inquiries via telephone or in written, internet-based email or chat sessions. Resolve customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action. Document customer information and recurring technical issues to support product quality programs and product development. Recreate client issues in the test environment, identify/document how applications and systems interact to support business processes. Resolve 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.

Requirements

• Bachelor’s degree or foreign equivalent in Business Administration, Finance, or a related field.
• Six (6) years of progressively responsible experience in the job offered or a related occupation.
• Integrating Quantum (Treasury), Echos (Swift Service Bureau), and Trax (Business to Business Payment application) financial solutions including troubleshooting custom APIs for secure data exchange.
• Working with API configuration, log analysis, and resolving connectivity and authentication issues across multi-tier environments.
• Utilizing treasury instruments and financial markets including FX, Money Markets, Repos, Derivatives, & Swaps for trade lifecycle management, settlement, and risk analysis.
• Utilizing FIS Quantum Treasury Management System, Bloomberg for market data, and SWIFT messaging for compliance and operational efficiency.
• Designing and troubleshooting SAP Crystal Reports using SQL queries and ODBC, relational databases data sources.
• Implementing skills in Microsoft SQL and Oracle scripting for complex datasets, including performance tuning, indexing, and query optimization.
• Supporting cloud migrations from FIS Private Cloud to AWS/Azure, system health monitoring, and performance troubleshooting.
• Working with Agile and Waterfall SDLC methodologies and JIRA and Confluence tools for issue tracking and documentation.

Responsibilities

• Administer necessary product requirements to maintain consistent account control of clients using FIS software products.
• Ensure the quality and utilization of FIS software products satisfy client needs.
• Provide in-depth product support to FIS clients by resolving incoming inquiries.
• Respond to customer product inquiries via telephone or in written, internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Recreate client issues in the test environment, identify/document how applications and systems interact to support business processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior