Product Support Representative

FIS; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a motivated individual for an entry-level role focused on providing exceptional product support to clients. This position involves resolving customer inquiries, troubleshooting technical issues, and documenting client interactions to enhance product quality. Ideal candidates will possess strong analytical and communication skills, along with a proactive approach to problem-solving. Join a dynamic team where you can grow your skills in a supportive environment and contribute to the success of innovative financial solutions.

Qualifications

• Entry-level role with a focus on client support and technical issue resolution.
• Requires strong communication and problem-solving skills.

Responsibilities

• Provides product support and resolves client inquiries via various communication channels.
• Documents recurring issues to enhance product quality and development.

Skills

Analytical Skills

Problem Solving

Organizational Skills

Technical Product Knowledge

Communication Skills

Education

Bachelor’s Degree in Business or Related Field

High School Diploma or GED (Job Levels I and II)

Tools

Software Applications

Electro/Mechanical Equipment

Job description

GENERAL DUTIES & RESPONSIBILITIES

1. Provides in-depth product support to FIS clients by resolving incoming inquiries.
2. Responds to customer product inquiries via telephone, email, or chat sessions.
3. Resolves customer concerns related to installation, operation, maintenance, product application, or compatibility.
4. Troubleshoots issues with malfunctioning electro/mechanical equipment or software applications and recommends corrective actions.
5. Documents customer information and recurring technical issues to support product quality and development.
6. Recreates client issues in test environments, identifying and documenting application and system interactions to support business processes.
7. Utilizes interpersonal skills and technical product knowledge to effectively respond to client activities.
8. Performs other related duties as assigned.

EDUCATION REQUIREMENTS

Bachelor’s Degree in business or a related field, or equivalent education, training, or work experience. High school diploma or GED is acceptable for job levels I and II.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Experience in banking or finance is a plus; personal banking experience preferred.
• Knowledge of FIS products and services.
• Strong analytical skills.
• Knowledge in programming, business analysis, or software implementation.
• Organizational and time management skills.
• Self-starter with the ability to work independently.
• Proficiency with computers and various applications.
• Excellent oral and written communication skills.
• Strong problem-solving skills.

FIS JOB LEVEL DESCRIPTION

Entry-level role with basic skills and proficiency. Gaining understanding of FIS products. Performs simple tasks with limited complexity. Works under close supervision, seeking guidance from senior peers on non-complex projects. Typically requires up to one year of experience.