Product Support Representative Senior

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 innovation 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?

About the role:

As a Product Support Representative Senior, you will work with and build relationships with our clients using the FIS Investment Accounting Manager application (aka InvestOne) and related products. InvestOne is used by Investment companies and Banks.  The person in this position will be responsible for providing primary functional support to FIS clients and will act as a Level 2 support senior resource for the highly specialized, experienced, functional support team. The role requires a thorough understanding of Investment Fund Accounting, such as Mutual Funds, Pensions, 401K’s, and general knowledge of investment services.  You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance, or product application. 

These inquiries can be related to:

• How to process certain investment types within the application

• Questions concerning general ledger/trial balance of an Investment fund

• How to build/run reports

• Issues with system performance

• Reporting application defects

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.

What you will be doing:

• Handle customer inquiries.

• Provide in-depth product support and research client issues.

• Troubleshoot problems with equipment or software applications and recommend corrective action.

• Document customer information and recurring technical issues to support product quality programs and product development.

• Acknowledge and maintain ownership of assigned support tickets from inception through to closure.

• Assist with software upgrade 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 Investment Accounting Manager team.

• Maintain awareness of customers’ level of satisfaction and escalate to management accordingly.

• Work on ad-hoc special projects as designated by management.

• Provide mentorship for other Product Support Representatives.

• Conduct training sessions for other team members and clients.

• Assist with troubleshooting and knowledge transfer for team members.

What you will need:

• Prior financial services experience preferred.

• Bachelor’s degree in Business; preferably in accounting, finance, or economics.

• Strong customer relations skills.

• Team player with ability to collaborate with teams outside of Customer Experience, and ability to work independently.

• Ability to think logically under pressure.

• Good time management skills and ability to multi-task.

• Problem solving and troubleshooting skills.

• You are an excellent communicator and strong problem-solver.

• Knowledge of FIS products a plus.

• Excellent interpersonal, communication and organizational skills.

Preferred Skills:

• Knowledge of FIS Investment Accounting Manager.

• Experience with customer support or service management software.

• Experience with remote communication and support tool.

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 opportunit