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Product Support Representative I, FIS University Program

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.

Join the 2021 FIS University Program!

As a 2021 FIS University Program full-time participant with FIS, you will have the opportunity to participate in team projects, community service activities, professional development seminars and work with a team that is invested in your growth, development, and success; including quarterly performance connects with your manager and bi-annual merit reviews.

This two-year full-time program has a start dates on June 29th with a dedicated "Learning Week" where you will:
  • Learn how to work within a corporate environment
  • Learn the structure of FIS and options for growth within the organization
  • Hear from FIS leadership about their journey and participate in senior leader networking opportunities
  • Build a network of your peers from across the organization

About The Team

We are Corporate Payments, a division of FIS Banking and Payments - Corporate Liquidity business. We are responsible for the development, marketing and delivery of our Payments solution and services across the globe.

Our product division is built around 3 pillars: Product Management, Product Development and Professional Services. We provide medium to large corporations (500M to 50+B USD revenue) with a solution and the services to centralize their payments processes, consolidate and interconnect their back office, payments and banking landscape as well gain full visibility on their cash flows.

As a Client Services Professional in a Software Product company you are accountable and responsible for the successful delivery of our payments projects, services and solutions to our medium to large corporate clients across North America, EMEA or Asia.

What You Will Be Doing
  • Acknowledge and maintain ownership of assigned support tickets from inception through to closure
  • Proactively monitor Service Desk ticketing system for incoming support requests
  • Update tickets accordingly to reflect work is in progress, ensuring SLAs are adhered to
  • Work closely with customers to investigate and analyze incidents.
  • Actively troubleshoot issues to determine root cause and resolution. Work closely with internal cross functional teams where Level 2 or 3 support is required
  • Document client correspondence throughout ticket progress
  • Ensure assigned tickets are monitored and reviewed ensuring status is updated at all times
  • Maintain active communication on the status of open issues with customers and participate in customer status calls with other team members
  • Maintain awareness of customers' level of satisfaction and escalate to Client Services management accordingly
  • Assist with in house testing and validating patches, configuration changes and other solutions provided by development teams to validate recommended resolution of specific client incidents
  • Participate in and assist with internal training and client webinars
  • Maintain relevant customer data such as contact information, core products and modules, and product version information for assigned clients

What You Bring
  • Bachelor's degree from finance, economics, business, information technology, or a related field
  • Proficiency in Microsoft Office Suite
  • Self-motivated and willingness to learn
  • Excellent communication and interpersonal skills

Added Bonus If You Have
  • Ability to lead and take actions: given a situation or task, we expect you are fully engaged and take the opportunity to demonstrate our ability to own a topic, bring the right people together, take actions and, in summary, take the lead in bringing this topic to wherever it should be.
  • Open communication and transparency: we are a highly-connected team and organization in which we value the ability to communicate and share information in a transparent way in order to be able to fuel meaningful conversations and be efficient at addressing the real issue and finding the best path forward.
  • Client-speaking or Client-facing positions, engaging with them, aiming at delivering value to their business
  • Practical experience in one or more of the following fields: Account Payables, Treasury, Payments, Cash Management or Corporate Banking in a medium to large corporation or software and service provider

What We Offer You
  • Competitive salary and excellent benefits
  • The chance to work on some of the most challenging, relevant issues in financial services & technology
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • Time to support charities and give back in your community
  • A work environment built on collaboration, flexibility and respect

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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