Product Technical Support Analyst lead

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 Client Experience (CX) team is responsible for delivering world best class services to our clients.  

Whilst gaining a detailed understanding of Fixed Income Securities, the CX team is responsible for optimizing our clients’ experience by efficiently managing client issues and stabilizing operational aspects by continuously working on innovative improvement. 

• You will build relationships with Tier-1 banks and brokers to support them with their clients’ trading activity
• You will be exposed to a broad cross-section of the financial industry 
• You will gain in-depth knowledge of exchange technologies and markets 

What you will be doing:

• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment
• Provide in-depth product support and researching client issues
• Troubleshoot problems with equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development

What you will need:

• Broad knowledge of Financial Markets, especially Fixed Income Securities. 
• Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture 
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients 
• Being able to provide proactive support and actions to remediate client issues in a timely manner. 
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors 
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources 
• Excellent decision-making and problem-solving. 
• Is resourceful and proactive in gathering information and sharing ideas 
• Ability to work both independently and in a team environment 

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

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and benefits

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.

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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