FIS
Position Type:
Full time Type Of Hire:
Experienced (relevant combo of work and education) Education Desired:
Bachelor of Commerce/Business
Job Description The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact— in their careers and communities. We deliver innovations that advance the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know:
Are you FIS?
About the role As a Product Support Representative Senior, you will be responsible for providing Level 1 & 2 support for FIS Integrity software and solutions for our customers throughout the Americas region. The person in this position will be responsible for providing primary functional support for a number of FIS Integrity clients and will act as a Level 2 senior resource for the highly specialized, experienced functional support team. In addition, this role will be responsible for customer relationship management with key clients by conducting regular status and customer care meetings and, where applicable, implementing service improvement plans. A key performance function of this position is to build and maintain customer satisfaction.
Please note:
This is a full‑time role with a required hybrid schedule in the location posted. This position may be required to work shifts outside of normal business hours. In addition, some support issues may require work to continue beyond assigned shift hours.
Current and/or future sponsorships are not available for this role.
What you will be doing
Acknowledge and maintain ownership of assigned support tickets from inception through to closure
Proactively monitor Service NOW 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
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
Provide Level 2 functional support for the Integrity team
Actively manage and coordinate high priority and critical incidents
Detailed analysis and troubleshooting of complex functional issues
Maintain awareness of customers' level of satisfaction and elevate to management accordingly
Act as team leader, senior management. Work on ad‑hoc special projects as designated by management
Provide mentorship for associate level employees
Conduct internal training sessions for other team members
Assist with troubleshooting and knowledge transfer for team members, particularly with respect to technical functions such as database queries, Crystal reporting, Enterprise Solutions interfaces, etc.
Prepare training materials for client Teams calls and host Teams calls as applicable
Understand FIS's SLA obligations to its customers and ensure adherence thereto as it pertains to assigned tickets
Maintain relevant customer data such as contact information, core products and modules, and product version information for assigned clients
What you will need
Experience with various types of interfaces and understanding of workflows
Technical knowledge of server configurations, functional installations and interfaces
Understanding of relational databases (SQL Server) and ability to develop SQL queries and update scripts
Experience with customer support or service management software
Experience with remote communication and support tool
Added bonus if you have
Prior banking or finance related experiences a plus; personal banking experience preferred
Knowledge of FIS products and services
CTP Certification an advantage
What we offer you At FIS, we hire the best. In return, you receive exceptional benefits including:
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
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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Full time Type Of Hire:
Experienced (relevant combo of work and education) Education Desired:
Bachelor of Commerce/Business
Job Description The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact— in their careers and communities. We deliver innovations that advance the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know:
Are you FIS?
About the role As a Product Support Representative Senior, you will be responsible for providing Level 1 & 2 support for FIS Integrity software and solutions for our customers throughout the Americas region. The person in this position will be responsible for providing primary functional support for a number of FIS Integrity clients and will act as a Level 2 senior resource for the highly specialized, experienced functional support team. In addition, this role will be responsible for customer relationship management with key clients by conducting regular status and customer care meetings and, where applicable, implementing service improvement plans. A key performance function of this position is to build and maintain customer satisfaction.
Please note:
This is a full‑time role with a required hybrid schedule in the location posted. This position may be required to work shifts outside of normal business hours. In addition, some support issues may require work to continue beyond assigned shift hours.
Current and/or future sponsorships are not available for this role.
What you will be doing
Acknowledge and maintain ownership of assigned support tickets from inception through to closure
Proactively monitor Service NOW 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
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
Provide Level 2 functional support for the Integrity team
Actively manage and coordinate high priority and critical incidents
Detailed analysis and troubleshooting of complex functional issues
Maintain awareness of customers' level of satisfaction and elevate to management accordingly
Act as team leader, senior management. Work on ad‑hoc special projects as designated by management
Provide mentorship for associate level employees
Conduct internal training sessions for other team members
Assist with troubleshooting and knowledge transfer for team members, particularly with respect to technical functions such as database queries, Crystal reporting, Enterprise Solutions interfaces, etc.
Prepare training materials for client Teams calls and host Teams calls as applicable
Understand FIS's SLA obligations to its customers and ensure adherence thereto as it pertains to assigned tickets
Maintain relevant customer data such as contact information, core products and modules, and product version information for assigned clients
What you will need
Experience with various types of interfaces and understanding of workflows
Technical knowledge of server configurations, functional installations and interfaces
Understanding of relational databases (SQL Server) and ability to develop SQL queries and update scripts
Experience with customer support or service management software
Experience with remote communication and support tool
Added bonus if you have
Prior banking or finance related experiences a plus; personal banking experience preferred
Knowledge of FIS products and services
CTP Certification an advantage
What we offer you At FIS, we hire the best. In return, you receive exceptional benefits including:
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
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.
#J-18808-Ljbffr