Product Technical Support Analyst

FIS•Atlanta, GA

About The Position

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? About The Team: The Client Services team serves as the primary point of contact between the company and its clients, ensuring a seamless customer experience throughout the client lifecycle. The team is responsible for onboarding new customers, resolving service inquiries, providing product support, and coordinating with internal departments to address client needs. By building strong relationships and delivering timely solutions, the Client Services team helps drive customer satisfaction, retention, and long-term business growth. Their deep understanding of both financial services and technology enables them to guide clients in maximizing the value of the organization's products and services. About The Role: As primary point of contact, deliver high levels of service and relationship management for assigned institutional outsourcing clients in support of TrustDesk business objectives.

Requirements

3-5 years of recent experience in trust, securities or operations
Requires client facing and servicing experience with excellent interpersonal skills to build high levels of customer satisfaction
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Professional and calm demeaner to handle clients who are difficult
Requires solid organizational, leadership, decision-making and problem-solving skills
Is resourceful and proactive in gathering information and sharing ideas
Proficiency in Microsoft Office software is essential as well as a basic knowledge of how internal systems work

Nice To Haves

Experience with TrustDesk Trust Accounting System is preferrable
Knowledge of FIS products and Services
Some flexibility of hours is preferred

Responsibilities

Oversee daily activity of assigned outsourcing relationships
Solving complex problems through research and/or communications with other departments
Support personnel at client institutions in day-to-day routines and financial processing
Focused on providing quality service levels, performs daily servicing activities ensuring timeliness and accuracy
Monitors day-to-day activity of clients, works with operations staff to deliver consistently high levels of service and takes responsibility and ownership over resolution of all client service-related issues
Coordinate with internal teams to support client relationships and ensure efficient service delivery