Product Support Representative I - ALM Finance Support Analyst

FIS - Jacksonville, FL

Full-time

Jacksonville, FL

Professional, Scientific, and Technical Services

About the position

As a Product Support Representative I - ALM Finance Support Analyst at FIS, you will play a crucial role in administering product requirements to ensure consistent account control for clients utilizing FIS software products. Your primary responsibility will be to ensure that the quality and utilization of these products meet client needs effectively. This position is ideal for individuals who are passionate about finance and customer support, particularly in the realm of Asset-Liability Management (ALM) and Fintech. You will be part of a dedicated team that supports an ALM software used by various banks and financial institutions, working collaboratively to resolve technical issues and enhance client satisfaction. In this role, you will provide ongoing support to functional resources, helping to triage client issues and serving as a point of escalation for troubleshooting and resolution of technical problems. You will respond to situations as the first line of product support, isolating or fixing software-related issues. Your involvement will extend to customer installation and training, ensuring that users are well-equipped to utilize the software effectively. You will also manage technical support tickets, coordinating queue management and resolution times to ensure timely responses to client inquiries. Collaboration is key in this position, as you will liaise with functional support teams to address critical technical support items and assist with client triage sessions. Additionally, you will work closely with Prod Ops to track monitoring issues and provide necessary assistance to the operations teams. This hybrid position is based in our Jacksonville, Florida office, offering a dynamic work environment where you can grow both personally and professionally.

Responsibilities

• Administer necessary product requirements to maintain consistent account control of clients using FIS software products.
• Ensure the quality and utilization of FIS software products satisfies client needs.
• Provide customer care to clients using the ALM software called BancWare.
• Serve as a point of escalation for troubleshooting and resolution of technical issues.
• Respond to situations as first-line product support to isolate or fix problems in software.
• Involved in customer installation and training.
• Provide support to customers/users where the issue is technical in nature.
• Work on small CX projects independently or manage project execution with multiple staff members.
• Coordinate queue management and resolution times for technical support tickets.
• Liaise with functional support teams to address critical technical support items.
• Assist the team with client triage sessions.
• Collaborate with Prod Ops to track monitoring issues and provide assistance as required.

Requirements

• Technical skills in Excel, including the ability to write basic Excel functions.
• Good communication skills and the ability to work well with remote teams.
• Pragmatic problem-solving skills and capability to solve complex issues.
• Ability to understand business needs and maintain excellent communication with clients.
• Service-oriented, flexible, and a team player.
• Self-motivated with a proactive approach and attention to detail.

Nice-to-haves

• BS in Finance (Information Technology minor)
• BS in Information Systems
• BS in Business with an Information Technology minor
• Knowledge of finance Asset Liability Management domain
• Interest in Finance and Fintech
• Interest in balance sheet management
• Ability to speak Spanish

Benefits

• 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