Senior Product Tech Support Lead

FIS Systems Limited; Milwaukee (WI); Ibrido; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Career growth in fintech

Diverse and inclusive team

Professional development opportunities

Community involvement

Innovative fintech environment

Descrizione del lavoro

FIS Systems Limited in Milwaukee is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalations, and deliver a high-quality customer experience. You will drive issues from initial assessment through resolution while mentoring teams and advancing support capabilities.

The role requires strong troubleshooting, communication, and collaboration across product, technology and service groups in a hybrid schedule with opportunities to influence

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Troubleshooting

Analytical thinking

Communication

Escalations

Formazione

Bachelor's degree in IT/CS/Business

Strumenti

Incident management

Knowledge base

Descrizione del lavoro

FIS Systems Limited in Milwaukee is seeking a Product Technical Support Analyst Lead to resolve complex product and technical issues, manage escalations, and deliver a high-quality customer experience. You will drive issues from initial assessment through resolution while mentoring teams and advancing support capabilities.

The role requires strong troubleshooting, communication, and collaboration across product, technology and service groups in a hybrid schedule with opportunities to influence