Product Technical Support Lead - Hybrid (Fintech)

Fidelity Information Services, LLC; Atlanta (GA); Hybride; USD 95 000 - 130 000; Plein temps

Avantages offerts par ce poste

Internal career growth opportunities

Innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your comm­­

Résumé du poste

Fidelity Information Services, LLC is seeking a Product Technical Support Analyst Lead for a hybrid role based in the United States. You will resolve complex product issues, manage escalations, and deliver high-quality customer experiences with cross-functional teams.

Responsibilities include leading incident responses, creating knowledge resources, and driving process improvements to enhance service delivery and client satisfaction in fintech environments.

Qualifications

• 7–10 years in customer service in a software service company and/or trust industry related experience.
• 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.
• Experience documenting solutions, building knowledge resources, and driving process improvements.

Responsabilités

• 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.

Connaissances

Customer service

Troubleshooting

Communication

Problem solving

Documentation

Cross-functional collaboration

Global Plus knowledge

SWIFT interfaces

Financial services domain

Formation

Bachelor's degree or equivalent experience

Outils

Global Plus

SWIFT interfaces

Description du poste

Fidelity Information Services, LLC is seeking a Product Technical Support Analyst Lead for a hybrid role based in the United States. You will resolve complex product issues, manage escalations, and deliver high-quality customer experiences with cross-functional teams.

Responsibilities include leading incident responses, creating knowledge resources, and driving process improvements to enhance service delivery and client satisfaction in fintech environments.