Product Technical Support Analyst II

FIS

About The Position

Addresses technical inquiries, resolves issues, and contributes to the success of our products to build positive relationships with customers, understand their unique needs, and contribute to overall customer satisfaction. Collaborates with the senior support team to address more complex technical challenges. Works closely with the support team to share knowledge, address challenges, and contribute to a collaborative team environment. What You Will Be Doing Serve as a primary point of contact for clients using Treasury Management software. Address technical inquiries and resolve product‑related issues to ensure customer satisfaction. Build and maintain strong client relationships by understanding client needs and business processes. Troubleshoot issues related to treasury functions such as cash management, foreign exchange, and rates. Collaborate with senior support team members on more complex technical challenges. Work closely with internal teams to research issues, identify root causes, and deliver fixes. Manage and prioritize work through support queues, handling issues independently. Perform analysis and research required to resolve client issues. Share knowledge and best practices with team members to support a collaborative environment. Perform other related duties as assigned.

Requirements

2+ years Prior Client Experience required
Self-starter with proven ability to work independently
Ability to handle complex calls that require analysis and research
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources.
Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
Willingness to share technical or industry knowledge with peers.
Basic SQL and data knowledge.
Bachelor’s degree or an equivalent combination of education, training, or work experience.

Nice To Haves

Knowledge of Treasury Management solutions.

Responsibilities

Serve as a primary point of contact for clients using Treasury Management software.
Address technical inquiries and resolve product‑related issues to ensure customer satisfaction.
Build and maintain strong client relationships by understanding client needs and business processes.
Troubleshoot issues related to treasury functions such as cash management, foreign exchange, and rates.
Collaborate with senior support team members on more complex technical challenges.
Work closely with internal teams to research issues, identify root causes, and deliver fixes.
Manage and prioritize work through support queues, handling issues independently.
Perform analysis and research required to resolve client issues.
Share knowledge and best practices with team members to support a collaborative environment.
Perform other related duties as assigned.