Lead Analyst - Product Support

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:

• Provide L1/L2 level support for the clients based across the globe.
• Effectively coordinate among internal teams and provide world class client experience.

About the team: 

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behaviour etc.
• Our role requirements ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business.

What you will be doing:

• Support – help clients resolve problems related to the Virtus Trade application and other associated applications related to it.
• Excellent communication skills.
• Experience of supporting windows application.
• Identify and resolve technical/IT issues.
• Working with clients to help them get the most out of our product and other associated applications.
• Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
• Attention to detail and methodical working style.

GENERAL DUTIES & RESPONSIBILITIES
• 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 with software applications and recommends corrective action.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• 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.
• Other related duties assigned as needed.

What you will need

• Bachelor’s Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.)

• Excellent oral and written communications skills.
• Strong windows troubleshooting skills.
• Microsoft Windows environment knowledge such as user rights, networking, administration and server configurations.
• MS SQL Server knowledge such as SQL and administration.
• Understanding of Mutual Fund and Trading Markets.

What we offer you:
At FIS, you can learn, grow and make an impact in your career.

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients.

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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.

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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