Product Support Representative Specialist
2 weeks ago
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Commerce/BusinessTravel Percentage :
5 - 10%GENERAL DUTIES & RESPONSIBILITIES• 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.EDUCATION REQUIREMENTSBachelor’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.)GENERAL KNOWLEDGE, SKILLS & ABILITIES• 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 skillsFIS JOB LEVEL DESCRIPTIONExpert technical role. Expert knowledge of the field. Handles large and/or highly complex calls/solutions that require analysis and research. Works on multiple projects as a project leader or consultant. Works on complex tasks, projects or issues that involve a high degree of risk, impacts business unit performance and makes use of the individuals’ high level of knowledge within one or more areas of specialty. Uses SQL, Crystal Reports, or report manager to build complex reports. Reviews and/or debugs code with such languages as COBOL, XML. Writes 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 without supervision on the most complex projects. Complete latitude for independent judgment. Typically requires seven or more years of demonstrated experience. Typically reports to a Product Support Manager.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 .
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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