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Product Support Representative

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.

What you will be doing

Primary liaison for service side of the client relationship, building of relationships with client contacts and coordination of the client loyalty process. Individual contributor role. Experienced professional with experience in a client support role and some domain knowledge. Able to act independently to manage client issues, client engagement, client communication and issue triage. Act as a liaison between the functional and technical team to resolve issues for clients.

Accountability of Role: Provide front line support to clients to manage the post production business as usual status for Protegent applications and help triage client issues. Participate in coordination with other internal teams to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of client issues.
  • Provides in-depth product support to FIS clients by resolving incoming inquiries.
  • Responds to customer product inquiries via telephone, email or client support ticketing portal.
  • Recreate client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
  • Handle client escalations and ensure client satisfaction by proactively communicating with multiple resource levels, including high-level management
  • Documents customer information and recurring issues to support product quality programs and product development.
  • Other related duties assigned as needed.
  • May select, develop, and evaluate personnel to ensure the efficient operation of the function.

What you bring
  • Have SQL skills - Intermediate level required
  • BSFI Knowledge strongly preferred
  • Knowledge of FIX Protocol strongly preferred
  • Superb communication skills
  • Some familiarity with order management systems, best execution reporting, and other regulatory reporting requirements
  • Tech Savvy - extremely comfortable working with computers and a variety of applications
  • Can work well with remote teams.
  • Proficient with MS Excel
  • A degree in computer science, management information systems, or financial engineering

What we offer you
  • A competitive salary and benefits
  • A variety of career development tools, resources, and opportunities
  • Paid time off to support charities to give back to your community
  • A fantastic range of benefits designed to help support your lifestyle and wellbeing

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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