Product Support Representative Seniors

FIS; Jacksonville (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Telecommuting possible

Professional development

Job summary

FIS Management Services, LLC seeks Product Support Senior in Jacksonville, FL to administer product requirements and ensure client satisfaction with FIS software products. Provide in-depth support via phone, email or chat, and troubleshoot issues to maximize client success.

Role requires a Bachelor's degree and 6 years of experience in related fields, with expertise in APIs, SQL, and reporting tools. Telecommuting may be permissible per company policy.

Qualifications

• Bachelor's degree or foreign equivalent in Business Administration, Finance, or a related field.
• 6 years of progressively responsible experience in product support or related roles.
• Experience integrating Quantum, Echos, and Trax financial solutions.
• Experience with API configuration, log analysis, and connectivity issues across multi-tier environments.
• Familiarity with SAP Crystal Reports using SQL queries and Oracle scripting.

Responsibilities

• Provide in-depth product support to FIS clients by resolving inquiries via phone, email, or chat.
• Troubleshoot issues with software applications and equipment; document problems for quality programs.
• Reproduce client issues in test environments to identify interactions with business processes.
• Collaborate with teams to resolve installation, operation, maintenance or compatibility issues.
• Maintain client information and track recurring issues to support product development.

Skills

API troubleshooting

SQL scripting

Log analysis

Multi-tier connectivity

JIRA

Education

Bachelor's degree in Business Administration, Finance, or related field

Tools

AWS

Azure

Confluence

Job description

Position Type: Full time

Type Of Hire: Experienced (relevant combo of work and education)

Job Description

FIS Management Services, LLC seeks Product Support Representative Seniors in Jacksonville, FL to administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfy client needs. Provide in-depth product support to FIS clients by resolving incoming inquiries. Respond to customer product inquiries via telephone or in written, internet-based email or chat sessions. Resolve customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommend corrective action. Document customer information and recurring technical issues to support product quality programs and product development. Recreate client issues in the test environment, identify/document how applications and systems interact to support business processes. Resolve 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.

Requirements

Bachelor's degree or foreign equivalent in Business Administration, Finance, or a related field and six (6) years of progressively responsible experience in the job offered or a related occupation: integrating Quantum (Treasury), Echos (Swift Service Bureau), and Trax (Business to Business Payment application) financial solutions including troubleshooting custom APIs for secure data exchange; working with API configuration, log analysis, and resolving connectivity and authentication issues across multi-tier environments; utilizing treasury instruments and financial markets including FX, Money Markets, Repos, Derivatives, & Swaps for trade lifecycle management, settlement, and risk analysis; utilizing FIS Quantum Treasury Management System , Bloomberg for market data, and SWIFT messaging for compliance and operational efficiency; designing and troubleshooting SAP Crystal Reports using SQL queries and ODBC, relational databases data sources; implementing skills in Microsoft SQL and Oracle scripting for complex datasets, including performance tuning, indexing, and query optimization; supporting cloud migrations from FIS Private Cloud to AWS/Azure , system health monitoring, and performance troubleshooting; and working with Agile and Waterfall SDLC methodologies and JIRA and Confluence tools for issue tracking and documentation. Telecommuting and/or working from home may be permissible pursuant to company policies.

EEO Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.