ProductTechnicalSupportAnalyst

**Are you curious, motivated, and thinking forward?** 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. You’ll work on some of the most challenging and relevant issues in financial services and technology. Our people are our strength, and we foster a culture that is open, collaborative, entrepreneurial, passionate—and above all—fun. If you want to grow personally and professionally, we’d like to know: **Are you FIS?** **About the role:** As a **Product Technical Support Analyst** , you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. **About the team:** **FIS Kiodex** is a software-as-a-service (SaaS) solution, with add-on market and reference data capabilities to value commodity portfolios and exposures. **What you will be doing:** * Provide in-depth L1-L2 product support and research client issues. * Manage client interactions via email, calls, chat, and ticketing tools (TeamSupport) * Handle incidents based on severity (P1 / P2 / P3) with timely stakeholder updates * Troubleshoot problems with equipment or software applications and recommend corrective action. * Perform root cause analysis (RCA) and provide effective resolutions/workarounds * Collaborate with cross-functional teams to resolve production issues * Document customer information and recurring technical issues to support product quality programs and product development. **What you bring:** * Extremely comfortable working with a variety of applications * Self-starter with proven ability to work independently * Excellent oral and written communications skills * Strong problem-solving skills **Added bonus if you have:** * Prior Commodities related experience * High-level knowledge