Senior Technical Product Support Representative

| Jacksonville, FL
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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.
The experience that you will bring

  • Suited to an experienced candidate with strong problem-solving expertise in either a software support or other technical role.
  • Experience with Microsoft desktop and server operating systems.
  • Knowledge of cloud and desktop infrastructure, including workstations, servers, virtual technologies - AWS a plus.
  • Working knowledge of databases, database architecture and database administration.
  • Understanding of SQL, XML, VBA, Windows Powershell
  • Have a basic knowledge on administrating Windows Server environments, such as managing files, storage, and file structures.
  • Have experience with working with Microsoft Excel.
  • Understand the basic principles for the administration of a complex application in a data center environment.
  • Be a self-starter with the ability to work effectively with minimum supervision and a strong sense of ownership.
  • Hold a strong sense of ownership and focus on delivering high-quality results.
  • Fluency in English with strong oral and written communication skills.


What you will be doing

  • Managing the incoming application queries & incidents via an inbound ticketing system.
  • Assessing, diagnosing, and troubleshooting these tickets.
  • Providing a positive customer experience by leveraging available resources to take the right actions for clients.
  • Support - help clients resolve problems related to the Prophet application and other associated components.
  • Solve complex issues - some numerate, some technical, some code/scripting related.
  • Provide effective and practical solutions to customers.
  • Assist with software licensing challenges.
  • Give guidance in how to improve the user experience of Prophet and other associated applications.
  • Identify technical/IT issues & work through resolving them.
  • Effectively communicate with clients via the ticketing system and as needed/requested via an online conferencing tool such as Microsoft Teams or Webex.
  • Develop - provide support to the product managers as part of the product development lifecycle, including: Running model test packs, assisting with software UAT.
  • Interact - FIS teams are internationally based, and candidates will be part of an international team focused on delivering high-quality solutions and support to customers based worldwide.
  • Work with other Prophet internal teams to achieve team objectives and ensure high quality customer satisfaction.
  • This position requires close working with onsite technical & actuarial consultants, other geographically dispersed support staff and clients.
  • Document - Contribute to service desk online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
  • Training - once fully onboarded be able to train new incoming team members on portions of the application as needed.


What we offer you

  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • A competitive salary and benefits
  • A work environment built on collaboration, flexibility and respect
  • Varied and challenging work to help you grow your skillset

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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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