Analyst Senior, Product Technical Support
About The Position
As a Product Technical Support Analyst Senior at FIS, you will resolve complex product and technical issues, manage escalated support cases, and act as a trusted resource for customers and internal teams. You will drive issues from initial assessment through resolution while delivering a high-quality customer experience. The role combines advanced troubleshooting, stakeholder communication, and continuous process improvement. You will work closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. Your expertise and insights will help improve support operations and contribute to customer and business success. The position requires a hybrid schedule in Milwaukee.
Requirements
- Experience supporting enterprise software, technology products, or business applications.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience managing complex customer issues and escalations in a service-oriented environment.
- Excellent written and verbal communication skills, with the ability to collaborate across teams.
- Experience documenting solutions, building knowledge resources, and driving process improvements.
Nice To Haves
- Experience with incident management, problem management, or service delivery best practices.
- Experience leading projects, operational initiatives, or cross-functional efforts.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
Responsibilities
- Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
- Troubleshoot advanced product and technical issues, perform root cause analysis, and coordinate escalations when needed.
- Communicate status, resolutions, and recommendations to customers and internal stakeholders.
- Meet service level commitments and identify opportunities to improve support processes and operational efficiency.
- Create and maintain knowledge articles, documentation, and support resources.
- Collaborate with product, technology, and service teams to resolve issues and improve service quality and the customer experience.
Benefits
- Opportunities to make an impact in fintech
- Internal career growth opportunities
- Personal and professional learning
- Inclusive, diverse work environment
- Resources to give back to your community
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
