Product Support Representative Ii

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.

Company Name: FIS Global

**Job Description**:
**Position Type**:
Full-time
**Type of Hire**:
Experienced (relevant combination of work and education)
**Education Desired**:
Bachelor's degree in Computer Engineering
**Travel Percentage**:
0%
Are you curious, motivated, and forward-thinking? At FIS, we offer an opportunity to work on important issues in financial services and technology. We believe in being part of a team that is open, collaborative, entrepreneurial, passionate, and above all, fun.

**About the team**

We are looking for someone to join our growing team of dedicated professionals in a fast-paced environment. With your support, we aim to provide the highest quality service to our diverse client base, which includes high-profile companies. You will work with a highly experienced team of support consultants, designers, developers, and QA engineers who have extensive knowledge in the Insurance Capital Markets Domain, specifically with our product, COMPASS.

**What you will be doing**

As a Product Support Representative, your role will be the face of FIS. You will use your excellent communication skills to build strong and lasting relationships with our clients.

On a daily basis, you will assist our COMPASS clients with managing the software. Your problem-solving skills will be utilized to replicate and analyze issues, and provide guidance on the impact and potential solutions for our clients. In addition to incident management, you will also use your analytical skills to identify areas of improvement in our clients' business processes and work practices, with the aim to enhance their efficient use of the software.

**Key responsibilities**:

- Incident management:

- Be the point of contact within the global support structure for diagnosing and resolving incidents.
- Engage directly with clients to resolve incidents.
- Provide immediate resolution through workarounds or scripts for high-priority incidents.
- Periodically fulfill on-call responsibilities for 24/7 support for major incidents.
- Client relationship building:

- Work with clients to document their current business processes and identify areas of improvement in system functionality and processes.
- Increase clients' efficient use of the software by suggesting optimal business practices and implementing solutions to address shortcomings.
- Proactively develop and document new initiatives and processes to prevent future problems and defects.
- Handle pressure-filled situations, understanding client needs and timelines while managing priorities.

**What you bring**:

- Previous experience in technical support, with a strong dedication to customer success.
- Relevant qualifications and/or professional experience in software development, systems analysis, design, and architecture.
- Experience with relational databases, such as Microsoft SQL Server and Oracle.
- Proficiency in COBOL, XML, and JavaScript.
- Strong analytical, design, and problem-solving skills.
- Positive, proactive, and professional attitude, with the ability to work independently and as part of a team.
- Strong expertise in Insurance Domain.
- Effective English language communication skills.

**What we offer you**
- Competitive salary and benefits.
- Attractive benefits, including medical and dental cover, and travel insurance.
- Opportunities for professional development and personal growth in a modern and international work environment.
- A work environment built on collaboration, flexibility, and respect.

**Privacy Statement**

FIS takes the privacy and security of personal information seriously. For information on how we protect personal information online, please see our Online Privacy Notice.

**Sourcing Model**

At FIS, we primarily recruit through direct sourcing and do not accept resumes from recruitment agencies that are not on our preferred supplier list. We are not responsible for any fees related to resumes submitted through agencies.

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