Product Support Representative

fis; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FIS is seeking a Product Support Representative in Pune with 7 to 12 years of experience. The role involves providing level 1 and 2 support for financial applications, handling email and phone channels, and coordinating with development for timely fixes.

Strong ITIL, SQL, Unix/Linux, and Python skills are preferred, along with capital markets knowledge and client-facing experience. The team operates in a follow-the-sun model (24x7) serving APAC & ME clients, offering growth in a dynamic fintech

Qualifications

• ITIL knowledge and incident management experience.
• 3+ years of demonstrated experience.
• Strong SQL knowledge.
• Excellent written and verbal communication.
• Proven client facing experience with stakeholders.
• Knowledge of Unix/Linux; Python is a plus.
• Familiarity with capital markets and financial instruments (FX, Money Market, Fixed income, Derivatives).
• Familiar with Co-Pilot or similar tools.

Responsibilities

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA and maintain a positive customer experience.
• Liaise with the development team to obtain fixes for critical issues promptly.
• Provide level 1 support via email and phone; manage mailbox, tickets, assignments, and updates.

Skills

ITIL knowledge

SQL

Unix/Linux

Python

Co-Pilot or similar tools

Communication

Client-facing

Capital markets knowledge

Financial instruments

Tools

Unix/Linux

Python

Co-Pilot tools

SQL

Job description

Product Support Representative - 7 to 12 yrs - Pune

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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 behavior etc.

We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients,

Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers

We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)

What you will be doing

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.

What you bring

• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.
• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.
• Candidate is familiar with good usage of Co-Pilot or similar tools.

What we offer you

• An exciting opportunity be a part of World's Leading FinTech Product MNC
• To be a part of vibrant team and to build up a career on core banking/payments domain
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities - FIS is your final career step!

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