Product Support Representative I - ALM Finance Support Analyst

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:
We are seeking a person with a background in corporate finance that has a strong interest in technology and software. In this role, you will provide ongoing support to functional users, triage client issues, and answer product questions. You will also serve as a point of escalation for troubleshooting and resolving technical issues.

About the team:

Our team is committed to providing exceptional support for BancWare, a leading Asset Liability Management software used by banks and financial institutions around the globe. We are a group of enthusiastic problem solvers who excel at helping clients get the most out of our software. Our client-centric approach ensures that every interaction leaves our clients with a positive and satisfying experience.

What you will be doing:

• First-Line Support: Respond to client-raised issues and offer solutions as the first point of contact

• Finance Knowledge: Leverage your finance expertise to support clients, ensuring they use the software to its full potential and removing blockers that prevent effective use

• Financial Modeling Assistance: Answer client questions related to financial modeling and be asked to suggest improvements

• Client Training: Train clients on how to effectively use the software, ensuring they maximize its potential

• Client Triage Sessions: Collaborate with functional support teams to address critical technical support items and assist with client triage sessions

• Cross-Team Collaboration: Work with Prod Ops to monitor issues and provide necessary assistance to the Ops teams

• Technical Support Coordination: Oversee queue management and ensure timely resolution of technical support tickets

• Product Requirements Administration: Administer necessary product requirements to maintain consistent account control of clients using FIS software products

• Project Management: Independently manage small CX projects or lead project execution involving multiple team members

• Quality Assurance: Ensure the quality and utilization of FIS software products meet client needs

• Hybrid Work Environment: This position is based in our Jacksonville, Florida office with a hybrid work model

What you bring:

Technical Skills--

• Proficiency in Excel, including creating basic functions

Soft Skills--

• Excellent communication skills, both verbal and written

• Ability to understand and address business needs

• Ability to work effectively with remote teams

• Strong client-focused mindset

• Service-oriented, flexible, and a team player

• Self-motivated with a proactive attitude

Problem-Solving Skills--

• Pragmatic approach to solving complex issues

• Innovative problem-solving skills

• High attention to detail

Preferred Qualifications--

• BS in Finance (Information Technology minor)

• BS in Business (Information Technology minor)

• BS in Information Systems

Added bonus--

• Ability to speak Spanish

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

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EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected