Product Support Representative III

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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 FIS clients to provide in-depth product support for loyalty rewards. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.

What you will be doing:

• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.

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

• Troubleshoot problems for loyalty rewards client and work with Tier 2 support to resolve issues for clients.

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

• Provides in-depth product support to FIS clients by resolving incoming inquiries.

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.

• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Troubleshoots problems for loyalty rewards product.

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

• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily client-centric activities.

What you will need:

• Prior banking experience preferred.

• Strong analytical, organizational and time management skills

• The ability to work independently.

• You are an excellent communicator and strong problem-solver

• Knowledge of FIS products a plus.

• Prior banking or finance related experiences a plus; personal banking experience preferred.

• Documents client information and recurring technical issues to support product quality programs and product development

• Strong analytical skills.

• Organizational and time management skills required.

• Self-starter with proven ability to work independently.

• Extremely comfortable working with computers and a variety of applications.

• Excellent oral and written communications skills.

• Strong problem solving skills.

• Career level professional role.

• Moderate skills with high level of proficiency. Handles calls more complex in nature.

• Researches technical issues and documents resolution.

• Works on one or more projects as a team member or occasionally as a project lead.

• May coach junior staff.

• Works under general supervision with increasing latitude for independent judgment.

• Works on cases that last several hours to several days.

• May consult with senior peers on certain projects.

• Typically requires four or more years of demonstrated experience.

• This hybrid onsite position is located at our St. Petersburg, FL facility.

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 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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