Product Support Representative II

| Cincinnati, OH
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Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Computer Science
Travel Percentage :
0%
Job Description
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team
FIS™ Valdi is a comprehensive Order Management Software (OMS) solution for US equities. This real-time trading software solution offers automated trading services of across numerous markets, as well as client application and broker connectivity to global markets.
About the Role:
Provide ongoing support to functional resources to help triage client issues and participate in technical initiatives to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of technical issues.
Technical resource for escalated issue resolution, planning and continuous improvement, and related application support. Expert level role individual contributor role. Experienced professional with broad experience and unique knowledge. Able to act independently to resolve highly complex problems. Is regarded as experienced in their field.
What you will be doing
Responsible for client management and technical service delivery for one or more assigned strategic Valdi clients.

  • Provides in-depth product support to FIS clients by resolving incoming inquiries.
  • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
  • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
  • Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
  • Documents customer information and recurring technical issues to support product quality programs and product development.
  • Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
  • Resolves 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.
  • Other related duties assigned as needed.


Qualifications:

  • Has extensive technical and domain knowledge
  • Technical skills:
  • SQL -
  • - Should be expert in writing complex queries with experience in using SQL built in functions
  • - Should be able to debug Hive sql/scripts
  • - Should be comfortable with Microsoft SQL Server Management Studio


The experience you will need to have:

  • Experience on:
  • Problem management
  • Incident Management


Other skills

  • Analytical and Problem-solving skills
  • Knowledge of AWS is a plus
  • Knowledge of reconciliation is a plus
  • Can work well with remote teams.


What we offer you

  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A wide range of professional education and personal development possibilities - FIS is your final career step!
  • A competitive salary and benefits
  • A variety of career development tools, resources, and opportunities


Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
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