Product Support Representative Senior

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

This role provides customer support in one of application support teams. Primary responsibilities will be to manage the incoming application queries and assess, diagnose and troubleshoot the issue raised, and to resolve issues from installation technical, to functional. Successful candidates will have an interest in software development, IT and/or software systems. Candidates will also possess strong communication, problem solving and analytical skills. Full training in the suite of application will be provided. You will:

Support – help clients resolve problems related to application. Types of activities include:

Solve various application issues – some numerate or technical problems.

Provide effective and practical solutions to customers

Software licensing assistance

Guidance in how to improve the user experience of application

Identify technical/IT issues

Live troubleshooting sessions with the clients

Interact – FIS teams are internationally based, and candidates will be part of an international team focused on delivering high-quality solutions and support to customers based worldwide.

Work with other teams to achieve team objectives and ensure high quality customer satisfaction with the service desk

This position requires close working with onsite technical & actuarial consultants, other geographically dispersed support staff and clients.

Document – Contribute to service desk online knowledge base and client support documentation; develop and maintain procedural and policy documentation.

Report – Create and analyze service desk reports to identify problems and areas for improvement and quality control

What you bring:

High level of mathematical, business, or technical acumen and problem-solving expertise in either a software support, other technical role or relevant.

Strong interest in software development

Experience with Microsoft Windows system administration.

Working knowledge of databases, database architecture and database administration

The ability to work effectively with minimum supervision with a strong sense of ownership

Can think laterally - suggest pragmatic solutions to complex IT issues.

Strong diagnostic and demonstrable problem-solving skills are required

Fluency in English with strong oral and written communication skills.

Team player who can handle several ongoing issues simultaneously

Bachelor’s degree in Computer Science, Economics, Organizational Science or similar

Added bonus if you have:

Understanding of SQL, XML, Windows PowerShell

Knowledge of cloud and desktop infrastructure, including workstations, servers, virtual technologies – AWS/Azure

Excellent knowledge of MS Excel

2-5 years of experience in software application support

What we offer you:

A work environment built on collaboration, flexibility and respect

Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home etc.)

Varied and challenging work to help you grow your technical skillset

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.

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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