Senior Product Support Representative

3 days ago

🇺🇸 United States – Remote

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $73.3k - $119.4k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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FIS

WebsiteLinkedInAll Job Openings

Information Technology

10,000+ employees

Founded 1968

💳 Fintech

💸 Finance

🏦 Banking

Description

• Deliver comprehensive product support to FIS clients by efficiently resolving inquiries through multiple channels, including support tickets, email correspondence, and telephone consultations. • Actively engage in Incident and Problem Management processes. • Research and replicate reported software issues, create detailed documentation of use cases, collaborate with product development teams to establish issue priority, and effectively deliver corrective solutions to customers. • Evaluate and identify product enhancement opportunities driven by market dynamics, regulatory requirements, and customer-specific operational needs, while coordinating implementation through Solution Management or Professional Services teams. • Lead and participate in regular customer engagement meetings to assess priorities, maintain clear communication channels, and efficiently manage ticket backlogs to ensure customer satisfaction and optimal resolution times. • Participate in scheduled Annual Disaster Recovery Exercise, ensuring business continuity. • Additionally, collaborates with the deployment team during scheduled weekend software releases to maintain system updates and improvements. These critical responsibilities require flexibility in work hours and a strong commitment to maintaining system reliability.

Requirements

• 5+ years of experience in Financial Technology domain with working knowledge of software development life cycle and maintenance. • Proven track record of effectively communicating and collaborating with clients, stakeholders, and end-users • Strong analytical and problem-solving capabilities with proven track record of resolving complex issues • Ability to thrive in fast-paced production environments while effectively managing multiple priorities and maintaining clear, consistent communication with customers. • Ability to work both independently and in a team environment. • Added bonus if you have: • Experience working in Capital Markets or Securities Finance domain • Past Service Desk or IT support experience • Knowledge of programming languages like Java and C++ • Experience with databases (Oracle, SQL Server) and writing SQL queries • Familiarity with Windows and Linux systems, plus scripting skills in JavaScript or Python

Benefits

• 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