Product Support Representative II
FISAbout the role
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, 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 resource for the highly specialized, experienced, functional support team. The role requires a general knowledge 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, a key performance function of this position is to build and maintain customer satisfaction.
About the team:
The team is made up of highly specialized and experienced functional support reps with histories in accounting and finance, project management and customer relationship management. We are a level two support team who works closely with our technical and development teams to deliver industry leading client service.
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.
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.
Added bonus if you have:
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
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