Product Technical Support Lead (FinTech, Hybrid)

FIS; Wisconsin; Hybrid; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Internal career growth opportunities

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Community contribution resources

Zusammenfassung

FIS is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalated cases, and serve as a trusted resource for customers and internal teams. You will drive issues from assessment to resolution while maintaining a high-quality customer experience.

Your responsibilities include leading complex incidents, conducting root cause analysis, updating stakeholders, and driving improvements in support processes and documentation to enhance customer

Qualifikationen

• Experience supporting enterprise software, technology products, or business applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience managing complex customer issues and escalations in a service-oriented environment.
• Excellent written and verbal communication skills with the ability to collaborate across teams.

Aufgaben

• Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
• Troubleshoot advanced product and technical issues, performing root cause analysis and coordinating escalations when needed.
• Communicate status, resolutions, and recommendations to customers and internal stakeholders.
• Meet service level commitments while identifying opportunities to improve support processes and operational efficiency.
• Create and maintain knowledge articles, documentation, and support resources.
• Analyze trends and recurring issues to recommend product, process, and service improvements.
• Lead or contribute to projects and initiatives that enhance support delivery and customer satisfaction.

Kenntnisse

Troubleshooting

Analytical thinking

Communication

Escalations management

Ausbildung

Bachelor’s degree in IT/CS or related field

Jobbeschreibung

FIS is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalated cases, and serve as a trusted resource for customers and internal teams. You will drive issues from assessment to resolution while maintaining a high-quality customer experience.

Your responsibilities include leading complex incidents, conducting root cause analysis, updating stakeholders, and driving improvements in support processes and documentation to enhance customer