Product Support Representative II

Job Description

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the team:

Join our Client Experience team within our Capital Markets organization! You'll have an exciting opportunity to support a number of small and large banks who leverage the FIS Fixed Income Processing Suite (formerly known as InTrader). You'll ensure a high level of customer satisfaction while collaborating with internal teams such as development and product.

About the role:
As a Product Support Representative II, you will work with FIS clients to provide in-depth product support. You will take incoming inquires to resolve customer concerns raised regarding the product application. These inquires are received through a ticketing system (TeamSupport), emails, and telephone calls. Issues are complex in nature and require advanced troubleshooting for resolution.
What you will be doing:

• Handle customer inquiries and resolving support issues related to application functionality.

• Provide in-depth product support, researching client issues.

• Troubleshoot problems with the application and recommend corrective actions.

• Document customer product improvement requests to support product quality and development.

• Work as a partner with our clients, who are major financial firms, in support of their portfolio accounting needs for bond accounting.

What you will need:

• ​Bachelor’s Degree in accounting or finance preferred. Related field or the equivalent combination of education, training, or work experience

• Prior banking/financial industry experience required, preferably in capital markets

• Attention to detail and strong problem-solver

• Knowledge of FIS products a plus, advanced Microsoft Office experience required

• 3+ years of product support experience, preferably in a level II support position

• Accounting experience preferred

Added bonus if you have:

• InTrader experience

 
What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech

• Tools for personal and professional growth

• Inclusive and diverse work environment

• Resources to invest in your community

• Competitive salary and benefits

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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