Product Support Representative III

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. Are you FIS?

About the team:

FIS Data Integrity Manager solution is reinventing the way reconciliation professionals address challenges such as data inaccuracy fragmentation, variation, convolution and degradation. Data Integrity Manager empowers reconciliation professionals to support and track all data integrity and reconciliation processes from one place for greater operational control. Data Integrity Manager also simplifies the user experience and harnesses automation and artificial intelligence (AI) to optimize efficiency. This role will allow you to be part of the Data Integrity Manager application support team, as part of the FIS Client Experience team.  

What you will be doing:

As a Product Support Representative, your primary responsibility will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications. Including:

• As a member of Data Integrity Manager CX team, you will be supporting the environments for hosted clients in the public and private cloud.    
• Issue Management of issues logged with Team Support, to include.
• Accurate and timely logging of issues within the Call Tracking System
• Prioritize issues according to set guidelines
• Sending out First Responses to customers based on SLAs
• Issue investigation and resolution based on SLAs
• Issue escalation where required – both internally and externally
• Manage expectations with the client around timelines, support approach and status
• Assist in Severity Incident calls by assisting Enterprise Incident Management (EIM) process.
• Become eventually a subject matter expert for Data Integrity Manager for the Hosted Customers.

*Willing to work in 24/7 rotational shift and weekend on call support

What you bring:

• Basic knowledge of MS SQL, Windows Servers
• Understands Database objects and structure (tables, stored procedures, views, triggers, joins etc.)
• Understanding of multi-tier environments
• Knowledge of working with FIS Data Integrity Manager or a similar Reconciliation application – at least 2-3 years of experience with FIS Data Integrity Manager, will be an added advantage
• Basic knowledge of financial capital markets

Bonus if you have:
ITIL v3 Foundation or higher desirable

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad 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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