The L2 application support analysts/engineers have ownership to resolve incidents/issues in productive environment, monitoring to ensure application availability, stability, They coordinate and work with other DevTech support units (e.g. L3 teams) in order to resolve Incidents and Problems that affect the Client services.

Your key tasks 

• Hold Accountability and End to End ownership of any product related problems which clients report via the respective ticketing systems.
• Banking functional knowledge and experience is a must specially in the area of Investment related transactions (OTC , Stex , Fx etc) and this is required to resolve business transactions related issues from our wealth clients.
• to be able to handle EOD batches which are running post COB hours and to be on standby as well until the batch deliverables are fully transferred to the respective downstream of the Wealth Clients or Financial Institutions .
• Able to work in different shifts (night on-call, day shift and adhoc weekend support).
• Apart from Incidents , to be able to handle Service requests , RFIs as well as assist Problem Manager whenever product specific support is required .

Position Type:

Full-time

Type of Hire:

Experienced (a combination of relevant work and education)

Education Desired:

Bachelor's Degree

Travel Percentage:

5 - 10%

The financial industry moves quickly. At FIS, we move even faster. Our teams are encouraged to learn, grow, and make a difference in their careers and communities. We develop innovative solutions that revolutionize the way we pay, bank, and invest in the world. If you want to grow personally and professionally, we want to know: Are you FIS?

About the Role:

As a Product Support Representative at FIS, you will work directly with our clients to provide detailed support for our products. You will handle customer inquiries and address any issues or concerns they have regarding the operation, maintenance, or application of our products.

What You Will Be Doing:

• Handle customer inquiries and resolve support issues, such as address changes, order processing, warranty, billing, and payments.
• Provide comprehensive product support by researching and addressing client issues.
• Troubleshoot problems related to equipment or software applications and recommend appropriate corrective actions.
• Document customer information and recurring technical issues to support product quality programs and development.

What You Will Need:

• At least 5 years of experience working in application or software support for financial services products (banking and trading applications).
• Strong analytical and problem-solving skills.
• Organizational and time management abilities.
• The capability to work independently.
• Excellent communication skills in English.
• Experience in supporting clients using software solutions.

Added Bonus if You Have:

• Knowledge or experience in private banking operations.
• Experience in electronic trading or finance-related fields.
• Business analysis or software product implementation experience.
• Familiarity with FIS products.

What We Offer You:

At FIS, we hire the best. In return, you will receive exceptional benefits, including:

• Flexible working arrangements and schedules, with the majority of the work being remote for this regional role.
• Opportunities to innovate in the fintech industry.
• Resources for personal and professional growth.
• An inclusive and diverse work environment.
• Opportunities to make a positive impact in your community.
• Competitive salary and benefits.

#LI-AR3
Privacy Statement

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

Sourcing Model

Recruitment at FIS primarily involves direct sourcing. Although we occasionally work with recruitment agencies, most of our hiring is done directly. FIS does not accept resumes from recruitment agencies that are not on our preferred supplier list, and we are not responsible for any fees related to resumes submitted through job postings, our employees, or any other part of our company.

#pridepass --- Response: Dear [Hiring Manager's Name], I am writing to express my interest in the Product Support Representative position at FIS. I believe my experience and skills make me a strong candidate for this role. I have over five years of experience working in application and software support for financial services products, specifically banking and trading applications. During this time, I have gained strong analytical and problem-solving skills, as well as excellent communication abilities in English. I am confident in my ability to handle customer inquiries and resolve support issues, such as address changes, processing orders, warranty claims, billing, and payments. In addition to my technical support experience, I have a Bachelor's Degree and possess organizational and time management skills. I am comfortable working independently and have a proven track record of providing in-depth product support and researching client issues. I am also experienced in troubleshooting problems with equipment and software applications and can recommend appropriate corrective actions. While my experience aligns closely with the requirements for this position, I also bring additional strengths that could benefit FIS. I have knowledge and experience in private banking operations, and I am familiar with electronic trading and finance-related fields. Furthermore, I have previous experience in business analysis and software product implementation. This additional expertise could contribute to the success of FIS and its clients. I am particularly drawn to FIS because of its commitment to creating an inclusive and diverse work environment. The opportunity to work remotely with flexible schedules is of great interest to me, as it would allow me to contribute effectively in this regional role. I appreciate the opportunity to be considered for this position and look forward to the possibility of joining the FIS team. Thank you for considering my application. I have attached my resume for your review. Please feel free to contact me if you require any further information. Sincerely, [Your Name] --- Bullet Points: - Over 5 years of experience in application and software support for financial services products. - Strong analytical and problem-solving skills. - Excellent communication skills in English. - Experienced in handling customer inquiries and resolving support issues. - Able to provide in-depth product support and research client issues. - Skilled in troubleshooting equipment and software application problems. - Organizational and time management abilities. - Capability to work independently. - Knowledge of private banking operations. - Familiarity with electronic trading and finance-related fields. - Previous experience in business analysis and software product implementation. - Bachelor's Degree. - Remote working and flexible schedule arrangements. - Commitment to inclusivity and diversity. - Opportunities for personal and professional growth. - Competitive salary and benefits.

The primary responsibility is troubleshooting problems with software for IT end users, you are the first-level contact for customers and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.

•       Responding to customers by email, DM or ticketing system to help solve their issues Performing diagnostic tests to help resolve problems

•       Tracking, routing and redirecting information about issues to the proper resources

•       Creating and updating documentation so the rest of the team can use it Following up with customers to make sure their issues are resolved and providing feedback