Analyst II, Product Technical Support

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Job Description

We are FIS

Our technology powers the world's economy, and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role

In this role, you will interact daily with clients to address questions, issues, and requests. You will perform functional investigations, communicate findings back to clients, and collaborate with cross-functional teams to drive remediation and resolution of internal and external issues. You will also lead client meetings to discuss expectations and maintain strong client relationships.

About the team

The Adaptiv CX team supports the Adaptiv solution for a global client base and manages client interactions related to product support. The team investigates and troubleshoots issues impacting customers and identifies and validates software defects.

What you will be doing

• Providing in-depth product support to FIS clients by resolving incoming inquiries.
• Responding to client product inquiries via telephone, email, and/or ticketing system.
• Using strong interpersonal skills and product knowledge to support daily client-facing activities.
• Resolving client concerns related to software solutions hosted by either the client or FIS.
• Troubleshooting software application issues and recommending corrective action or partnering internally to identify a resolution.
• Recreating client issues in test environments.
• Working flexible, rotating shift hours. Additional paid shifts may be available on weekends and holidays.
• Documenting client information and recurring technical issues to support product quality initiatives and product development.

What you bring

• Knowledge of business goals, objectives and operations within the appropriate FIS organization.
• Bachelor's degree required, preferably in Computer Science, Mathematics, Physics, Engineering or a related field.
• 2-4 years of relevant work experience.
• Knowledge of SQL preferred.
• Strong analytical skills.
• Strong organizational and time-management skills.
• Self-starter with the ability to work independently.
• High level of comfort working with computers and a variety of applications.

Added bonus if you have

• Interest in or knowledge of financial risk.
• Experience with programming languages such as C# or Delphi/Pascal.
• Knowledge or experience in programming, business analysis or software product implementation.

What we offer you

• A competitive salary and benefits.
• A variety of career development tools, resources and opportunities.
• Paid time off to support charities and give back to your community.
• A comprehensive range of benefits designed to 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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