Senior Analyst - Product Support(Functional Support, US Shift)

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: Product Support Representative is a key customer-facing role that involves providing functional assistance and support to users of a company's products. The primary responsibility of a Product Support Representative is to ensure that customers are able to use the company's products effectively and efficiently, while also maintaining a high level of customer satisfaction.

About the team: The team in charge of application support caters to global clients, and being part of this team offers the chance to work closely with clients from across the globe.

What you will be doing:

• Provide functional support to customers via phone, email, or chat.
• Troubleshoot and resolve customer issues related to product functionality and usage.
• Escalate complex issues to appropriate teams and follow up with customers to ensure their issues are resolved.
• Document all customer interactions and resolutions in a customer relationship management (CRM) system.
• Work closely with cross-functional teams, including product management, Infrastructure, and Professional services, to identify and resolve product issues.
• Provide customer feedback to product management teams to help improve product usability and customer satisfaction.
• Participate in ongoing product training and development to stay up-to-date on product functionality and changes.
• Monitor and respond to customer inquiries on social media platforms.
• This role requires working in APAC/EMEA/US shift on rotational basis as per the requirement.

What you will need:

• Bachelor's degree in a finance field is preferred.
• 1+ Years of experience in Product Support role(Fresher’s can also apply)
• Excellent communication skills, including the ability to work with international customers.
• Strong problem-solving and analytical skills.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Prior experience in client/customer support is plus point.

Added bonus if you have:

• Prior experience in client/customer support is plus point.
• Experience of working on ticketing tool like ServiceNow and Team Support.

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

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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