Product Support Representative Senior

| Phoenix – Mesa – Scottsdale, AZ
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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.
What you will be doing:

  • 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.


What you bring:

  • Bachelor's Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.)
  • Prior banking or finance related experiences a plus; personal banking experience preferred
  • Documents client information and recurring technical issues to support product quality programs and product development
  • Knowledge of FIS products and services
  • Strong analytical skills
  • Knowledge in programming, business analysis or implementation of software products
  • Organizational and time management skills required
  • Self-starter with proven ability to work independently
  • Extremely comfortable working with computers and a variety of applications
  • Excellent oral and written communications skills
  • Strong problem solving skills
    FIS JOB LEVEL DESCRIPTION
    Advanced professional role. Highly skilled with extensive proficiency. Handles complex calls/solutions that require analysis and research. Works on multiple projects as a project leader or periodically as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple FIS Products. Uses SQL, Crystal Reports, or report manager to build complex reports . Reviews and/or debugs code with such languages as COBOL, XML. Writes moderately complex to complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on cases that last several hours to several weeks. Coaches and mentors junior staff. Works under minimal supervision on complex projects. Wide latitude for independent judgment. Typically requires five or more years of demonstrated experience.

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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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