Product Technical Support Analyst Lead (Trading)

Fis Capital Markets; Philippines; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Flexible environment

Collaborative culture

Development resources

Volunteer opportunities

Competitive benefits

Job summary

Fis Capital Markets in the Philippines is seeking a Product Technical Support Analyst Lead for Trading to join our APAC CX Team. The role is hybrid, with three days in-office and two days remote, focusing on in-depth product support for the FIS Trading Suite.

You will handle inquiries, troubleshoot issues, document recurring problems, and collaborate with clients to resolve installation, operation, or application challenges across trading platforms.

Qualifications

• At least 6 years of combined experience in application/software support.
• Strong analytical and problem-solving skills.
• Experience supporting Trading environments or platforms (e.g., Fidessa, Ullink).
• Understanding of Trading processes (Buy Side, Sell Side, Exchange).
• Experience in the financial services industry.
• Excellent English communication skills.
• Organizational and time-management skills; able to work independently.

Responsibilities

• Handle customer inquiries and resolve support issues such as address changes, orders, warranty, or billing.
• Provide in-depth product support and research client issues.
• Troubleshoot software or equipment problems and recommend corrective action.
• Document customer information and recurring issues for quality programs.
• Recreate client issues in test environments to analyze interactions.
• Resolve concerns raised during installation, operation, maintenance or product application.
• Other related duties as assigned.

Skills

Analytical skills

Problem-solving

English communication

Trading domain knowledge

Independence

Organizational skills

Customer focus

Tools

Fidessa

Ullink

Bloomberg

Refinitiv

Job description

Product Technical Support Analyst Lead (Trading)

Company: Fis Capital Markets
Job Type: Full Time Philippines

Job Description - Product Technical Support Analyst Lead (Trading)

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?

Role location: Hybrid (three days in-office, two days virtual)

About the role:

As a Product Technical Support, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application for our Trading Application FIS Trading Suite (formerly Valdi).

About the team:

You will be part of a APAC Regional CX Team supporting clients under Trading who are using FIS Proprietary platform. The team is distributed strategically across APAC to cover countries in the region.

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 with equipment or software applications and recommend corrective action.
• Document 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.
• Other related duties as assigned.

What you will need:

• Must have At least 6 years of combined experience working as an application or software support specialist
• Demonstratable strong analytical & problem-solving skills.
• Experience supporting Trading environments or platforms (e.g., Fidessa, Ullink, Bloomberg, Refinitiv, etc) is preferred.
• A strong understanding of Trading process (Buy Side, Sell Side, Exchange) is preferred.
• Experience in financial services industry is preferred.
• Excellent English communication skills
• Organizational and time management skills and the ability to work independently.

Added bonus if you have:

• Familiar with Valdi (FIS Trading Suite)

What we offer you:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

About the Company

Fis Capital Markets

FIS is fintech for bold ideas. FIS is behind the financial technology that transforms how we live, work and play.

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.