Senior Product Tech Support Specialist (Hybrid Milwaukee)

FIS Management Services LLC; Milwaukee (WI); Híbrido; USD 85.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fintech impact

Career growth

Learning opportunities

Inclusive environment

Descripción de la vacante

FIS is seeking a Senior Product Technical Support Analyst for a hybrid role based in Milwaukee. The position focuses on resolving complex product and technical issues, managing escalations, and delivering high-quality customer experience across product, technology, and service teams.

The role demands advanced troubleshooting, strong communication, and continuous process improvement to drive support excellence and operational efficiency within a fintech context.

Formación

• Experience supporting enterprise software 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.

Responsabilidades

• 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.

Conocimientos

Enterprise software support

Troubleshooting

Escalation management

Communication skills

Knowledge base creation

Educación

Bachelor's degree or equivalent

Descripción del empleo

FIS is seeking a Senior Product Technical Support Analyst for a hybrid role based in Milwaukee. The position focuses on resolving complex product and technical issues, managing escalations, and delivering high-quality customer experience across product, technology, and service teams.

The role demands advanced troubleshooting, strong communication, and continuous process improvement to drive support excellence and operational efficiency within a fintech context.