Product Support Representative Specialist

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Job Description

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we'd like to know: Are you FIS?

About the role:

As a Product Support Representative Specialist, you will work with FIS clients across multiple modules to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during operation, maintenance, or product application.

About the team

The FIS Transfer Agency team is a global team supporting clients worldwide for transfer agency life-cycle management applications. This role is an individual contributor position to independently work with clients and internal teams to ensure a great client experience and align teams for complex issue resolution, planning and continuous improvement, and related application support.

What you will be doing:

• Assist clients with a response to inquiries of a technical or complex nature as relates to TA suite of products and/or services through case management.

• Monitor ticket volumes, ticket turnaround times and other metrics. Analyzes results and trends for allocated clients while ensuring the response times and communication standards are met.

• Ensure that issues and incidents are managed according to procedures and customer SLAs including response times, resolution times, internal and external communication, escalation, and root cause analysis.

• Ensure that change management is performed smoothly and according to client-specific procedures.

• Assist in RCA content creation based on knowledge and understanding of the application and issues.

• Ensure client interests are prioritized and well documented for internal and external team alignment.

• Report new or recurring problems to management and work with different teams to drive client interest.

• Attend and minute defined and as needed weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.

• Prepare and track improvement plan for continuous service level excellence.

• Ensure client expectations are managed across all active work streams to minimize escalations to senior management.

• Best practices i.e. how to best utilize functionality to meet customer business needs and advise clients on the optimal use of application functionality.

• Some flexibility of hours is required; Call Center 24x7 environment

• Other related duties assigned as needed.

What you bring:

• Strong communication and presentation skills

• Good to have familiarity with fund accounting and transfer agency domain and clients

• 4+ years of experience in a similar role.

• Experience in support and/or client account management.

• Familiarity with technology (SQL server) to understand how applications work (understanding of web server, app and DB servers how they interact).

What we offer you:

At FIS, we are as committed to growing our employees' careers as our own business. We offer:
* Opportunities to innovate in fintech
* Inclusive and diverse team atmosphere
* Professional and personal development
* Resources to contribute to 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 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 characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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