Product Tech Support Lead - Expert Incident Resolver

FIS; Brown Deer (WI); Híbrido; USD 100.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Internal career growth

Fintech innovation

Inclusive team atmosphere

Professional and personal development

Community involvement

Descripción de la vacante

FIS is seeking a Product Technical Support Analyst Lead to resolve complex technical issues and manage escalations across enterprise software products. You will work with product, technology and service teams to ensure high-quality customer experiences and continuous process improvements.

The role requires strong analytical and communication skills, with a focus on knowledge management and incident resolution in a hybrid work environment across multiple talent centers.

Formación

• Experience supporting enterprise software or technology products.
• Strong troubleshooting and problem-solving abilities.
• Experience managing complex customer issues and escalations.
• Excellent written and verbal communication skills.
• Experience documenting solutions and building knowledge resources.

Responsabilidades

• Manage complex incidents and service requests to full resolution.
• Troubleshoot advanced product and technical issues and perform root cause analysis.
• Communicate status, resolutions and recommendations to customers and teams.
• Meet SLAs while improving support processes and efficiency.
• Create and maintain knowledge articles and support resources.
• Analyze trends to recommend product and process improvements.
• Lead or contribute to projects enhancing support delivery and customer satisfaction.

Conocimientos

Troubleshooting

Analytical skills

Communication skills

Documentation

Process improvement

Team collaboration

Educación

Bachelor's degree or equivalent experience

Descripción del empleo

FIS is seeking a Product Technical Support Analyst Lead to resolve complex technical issues and manage escalations across enterprise software products. You will work with product, technology and service teams to ensure high-quality customer experiences and continuous process improvements.

The role requires strong analytical and communication skills, with a focus on knowledge management and incident resolution in a hybrid work environment across multiple talent centers.