Product Support Representative Specialist at FIS
Position Type :
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Commerce/Business
Travel Percentage :
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:
The Auto Finance Client Experience team is responsible for providing client support for each of Automotive clients using the FIS Auto Finance and Default Manager applications. The team is made up of Service Delivery Managers, one for each of the clients identified and the CX Product Specialists. The CX Product Specialists work directly with the clients and are the ‘front door’ to all inquiries from the client regarding the applications being run.
What you will be doing:
In the role of Product Specialist, you will be responsible for doing ‘triage’ to any inquiries that come in from the client. This means that you will need to determine what type of request the client has. Is it a question about the application that you can answer, is it a defect that needs to be assigned to the development team, or is it an enhancement that needs to be assigned to the project team? These inquiries come in the form of a ticket that gets logged into a ticketing application called TeamSupport. In your role you will need to learn the TeamSupport application. All tickets are entered into TeamSupport and for those tickets assigned to you, your responsibility is to maintain status on the ticket and keep comments updated so the client can see what progress is being made. In most cases you will be working with other Product Specialists to do triage on the tickets. In addition, you will work with the Service Delivery Manager (SDM) who is the main point of contact with the client. As a part of this role we have the Product Specialists take a turn once a month in the SDM on call rotation. For one week during the month each member of the client team takes a rotation being on call during the production cycle. Should something occur that requires the client to be notified the on call CX team member is responsible for making that notification and keeping the client updated until the issue is resolved.
• 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:
•Bachelor’s Degree in business or related field or the equivalent combination of education, training, or work experience.
•5+ years of experience
•Prior banking or finance related experiences a plus; personal banking experience preferred
•Documents client information and recurring technical issues to support product quality programs and product development
•Knowledge of FIS product AutoFinance and/or experience in the area of GL/Accounting strongly preferred
•Strong analytical skills
•Knowledge in programming, business analysis or implementation of software products
•Organizational and time management skills required
•Self-starter with proven ability to work independently
•Extremely comfortable working with computers and a variety of applications
•Excellent oral and written communications skills
•Strong problem solving skills
What we offer you:
•A variety of career development tools, resources and opportunities
•The chance to work on some of the most challenging, relevant issues in financial services & technology
•Time to support charities and give back in your community
•A fantastic range of benefits designed to help support your lifestyle and wellbeing
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.
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.
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.