Product Technical Support Analyst

FIS Global • Atlanta, GA

2d

About The Position

As the primary point of contact for assigned institutional outsourcing clients, the Product Technical Support Analyst delivers service and relationship management in support of TrustDesk business objectives. The role oversees daily client activity, supports trust administration and financial services processing, and works with operations staff and internal departments to resolve service issues and maintain timely, accurate service delivery. The position is part of FIS's Client Services team, which supports clients throughout the lifecycle by onboarding customers, resolving inquiries, providing product support, and coordinating internally to meet client needs.

Requirements

• 3–5 years of recent experience in trust operations, cash or securities transactions, reconciliations, or financial industry/wealth management operations.
• Client-facing and client-servicing experience, with excellent interpersonal skills to build customer satisfaction.
• Ability to establish and maintain effective working relationships with management, employees, clients, and the public.
• Professional and calm demeanor when handling difficult clients.
• Solid organizational, leadership, decision-making, and problem-solving skills.
• Ability to navigate unexpected operational or technology challenges.
• Ability to manage multiple concurrent requests and shifting priorities in a fast-paced environment.
• Resourcefulness and proactivity in gathering information and sharing ideas.
• Proficiency in Microsoft Office software and basic knowledge of internal systems.
• High school diploma (listed as the desired education).

Nice To Haves

• Experience with the AddVantage Trust Accounting System is preferable.
• Knowledge of FIS products and services.

Responsibilities

• Oversee daily activity of assigned outsourcing relationships.
• Solve complex problems through research and communication with other departments.
• Support personnel at client institutions with day-to-day trust administration and financial services processing routines.
• Perform daily servicing activities to ensure timeliness and accuracy and maintain quality service levels.
• Monitor day-to-day client activity and work with operations staff to deliver consistently high levels of service.
• Take responsibility and ownership for resolving client service-related issues.
• Coordinate with internal teams to support client relationships and ensure efficient service delivery.

Benefits

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED