FIS - Jacksonville, FL
posted 2 months ago
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.