Fis
finance
AnalystII,ProductTechnicalSupport
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Analyst II, Product Technical Support at Fis. Skills: Expert, in-depth product support, Recreating client issues in FIS test environments, Troubleshoot problems with software applications, Document customer information and recurring issues, Analyzes problem, documents and communicates resolution and conducts follow up, Interprets and presents data and conclusions to management. Handling customer inquiries and resolving support issues. Provide expert, in-depth product support to the customer”
Industry & Context.
problem-solving; research skills; Ability to anticipate next steps; analytical; Resourceful in researching and testing; Advance problem-solving skills
Night Shift
What They're Looking For.
Must Have
Confidence in speaking with customers, Advance problem-solving skills, Ability of grasp technical knowledge and or not afraid to ask for clarification on functional effects for client
Nice to Have
Prior US banking or finance related personal banking or mobile banking experience, Experience with the banking system
What You'll Do.
Handling customer inquiries and resolving support issues
in-depth product support to the customer
Recreating client issues in FIS test environments to provide the best solution to the reported problem
Anticipate next steps in what the client is trying to accomplish by asking probing questions
Troubleshoot problems with software applications and recommend corrective action
Document customer information and recurring issues to support product quality programs and product development
May conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed
Interfaces with internal clients
IT and Product Development to resolve problems
documents and communicates resolution and conducts follow up
Escalates problems to appropriate teams when necessary
Assists in documenting current policies and procedures
Represents team on cross-functional teams for production
support and development activities
Interprets and presents data and conclusions to management as needed
Improve methodologies used in the job
Other related duties assigned as needed
How You'll Work.
Team & Collaboration
The Client Support team is a highly collaborative organization that works together to help our clients be successful; Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems; Represents team on cross-functional teams for production, support and development activities; relationship building skills – both with the clients we serve and internal FIS groups
Communication Scope
Excellent communication skills (written and verbal); Confidence in speaking with customers
Full Job Description
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 advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS? Role location: Hybrid (three days in-office, two days virtual) Work Schedule: Night Shift ** _About the Role_ :** You will utilize your expertise in the business of banking. Our most successful team members have extensive banking background and understand how banks serve their customers. This includes understanding how a bank thinks about the products and services offered, to how the bank manages operations and delivers a unique customer experience across the customer’s life cycle. **_About the Team_ :** The Client Support team is a highly collaborative organization that works together to help our clients be successful. Our team is comprised of experienced bankers that not only understand how to use our software, but how it applies to the business of banking. We are focused on handling client issues, resolving with urgency any errors they encounter. Most of our time is spent helping clients with their inquiries; helping them to better understand how to use our software so that they can best serve their customers. **_What you will be doing:_** Handling customer inquiries and resolving support issues such as: * _Financial transactions_ * _Operational controls_ * _Operational compliance_ * _Statements and notices_ • Provide expert, in-depth product support to the customer. • Recreating client issues in FIS test environments to provide the best solution to the reported problem. • Anticipate next steps in what the client is trying to accomplish by asking probing questions. • Troubleshoot problems with software applications and recommend corrective action. • Document customer information and recurring issues to support product quality programs and pro
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