Product Technical Support Analyst

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.

What you will be doing

This role provides customer support in one of application support teams - FIS Prophet. Prophet solution is a leading actuarial modeling system that helps insurance and financial services firms develop more profitable products faster, improve risk management decisions, and meet their reporting responsibilities efficiently. Prophet provides comprehensive coverage across life, general insurance, health and pensions for all major insurance markets, providing common models, code, assumptions and reporting capabilities, plus end-to-end data management. Primary responsibilities will be to manage the incoming application queries.  You will assess, diagnose and troubleshoot the issue raised in order to resolve issues from technical to functional perspective. Successful candidates will have an interest in computer engineering, IT and/or software systems. Candidates will also possess strong communication, problem solving and analytical skills. Full training in the application suite will be provided via the team structure.

You will:

Support – help clients resolve problems related to application. Types of activities include:

• Solve various application issues – mainly technical problems.
• Provide effective and practical solutions to customers
• Software licensing assistance
• Guidance in how to improve the user experience of application
• Identify application\infrastructure issues
• Join live troubleshooting sessions with the clients

Interact – FIS teams are internationally based, and candidates will be part of an international team focused on delivering high-quality solutions and support to customers based worldwide.

• Work with other teams to achieve team objectives and ensure high-quality customer satisfaction
• This position requires close working with remote technical staff & sometimes actuarial consultants, other geographically dispersed support staff and clients.

Document – Contribute to the internal online knowledge base and client support documentation.

Report – Create and analyze service desk reports to identify problems and areas for improvement  

What you bring:

• High level of technical acumen and problem-solving expertise in a software support or other technical role.
• Strong interest in software development
• Basic networking knowledge
• Experience with Microsoft Windows system administration or any system administration.
• Working knowledge of databases, database architecture and database administration
• The ability to work effectively with minimum supervision with a strong sense of ownership
• Can think laterally - suggest pragmatic solutions to complex IT issues.
• Strong diagnostic and demonstrable problem-solving skills are required
• Detailed and logical investigation of client issues based on errors
• Fluency in English with strong oral and written communication skills.
• Team player who can handle several ongoing issues simultaneously
• Bachelor’s degree in computer science, Computer Engineering or similar

Added bonus if you have:

• Understanding of SQL, XML, Windows PowerShell
• Knowledge of cloud and desktop infrastructure, including workstations, servers, virtual technologies – AWS/Azure
• Excellent knowledge of MS Excel
• 3-5 years of experience in IT / software / technical support role
• 3-5 years in Product\Application support
• Speak other languages such as French, German or Spanish

What we offer you:

• A work environment built on collaboration, flexibility and respect
• Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, hybrid work model, etc.)
• Varied and challenging work to help you grow your technical skillset

Privacy Statement

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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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