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 administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfies client needs.

About the team:

Auto Finance is a configurable, end-to-end leasing and financing process management solution. It supports all asset-types and multinational operations, helping eliminate dependency on disparate legacy systems for increased operational efficiency and reduced total cost of ownership. 

The Auto Finance support team is a global team of highly experienced consultants working collaboratively to support auto finance companies.  

This is an opportunity for the right individual to join a team of dedicated professionals in a fast-paced environment, with the aim of supporting a client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers and QA engineers with vast product knowledge. 

What you will be doing:

As a Product Support Representative Senior, you will be the face of the FIS organization and will utilize your considerable communication skills to build strong and lasting relationships with your clients. Your daily work will be to assist the Auto Finance clients with their day to day management of the software as part of the Auto Finance team, using your excellent problem-solving skills to replicate and analyze issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyze current business processes, procedures and work practices with the aim to improve your client’s efficient use of the software. 

Key responsibilities: 

• Incident management

• Act as the point of contact for diagnosis and resolution of incidents. 

• Engage directly with clients to resolve incidents 

• Periodically fulfill on-call responsibilities to provide 24x7 support capabilities for major incidents. 

• Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents.  

• Client relationship building 

• The expectation is that you will be a SME in both the product and your clients’ business processes to ensure that the product meets your clients’ current requirements

• Increase your clients’ efficient use of the software by suggesting optimal business practices

• Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find 

• Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities

• Responsibility for ongoing learning of the Auto Finance application and business processes of key clients.

What you will need:

• Sound analytical and problem-solving skills

• Experience and knowledge of Microsoft applications

• Good oral and written communication skills

• A positive, proactive and professional attitude – a team player who can also work independently under minimum supervision 

Added bonus if you have:

• Experience in Accounting or Leasing would be hig