Product Support Representative

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Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

We are a small group, that takes inbound calls and make outbound calls to and from the Financial Institution and the consumer.

For help on product knowledge use https://eas.fnis.com/eas/catalog/index.php

What you will be doing

Research communicates payee issues to internal and external customers.  Receive and work service request linked to consumer and client inquires of bill payment transactions.  Research contact payees to confirm posting of payments and negotiates late fees and place stop payment requests.

• Provides in-depth product support to FIS clients by resolving incoming inquiries.
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
• Other related duties assigned as needed.

What you bring:

• High school diploma or GED
• One year of customer service experience
• Strong analytical skills
• Organizational and time management skills required
• Self-starter with proven ability to work independently
• Extremely comfortable working with computers and a variety of applications
• Proficient in Microsoft Office, specifically in Microsoft Word and Excel
• Excellent oral and written communication skills
• Strong problem-solving skills

Added bonus if you have:

• Customer service experience in banking or finance, specifically personal banking experience
• Knowledge of FIS products and Services

What we offer you

• Competitive salary and excellent bonus potential (upon entering a full sales executive role)
• Attractive benefits including private medical cover, dental cover, and travel insurance
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• Time to support charities and give back in your community

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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