Analyst Senior, Product Technical Support

Work on meaningful fintech problems and help customers get to resolution faster in a role that values expertise, learning, and internal growth. FIS Global offers an inclusive, diverse work environment, personal and professional learning opportunities, and resources to give back to your community. You will support clients through expert, in-depth product technical assistance while collaborating with both customers and internal FIS teams.

This is a full-time Experienced position based in Jacksonville, FL with a required hybrid schedule in the posted location.

Responsibilities

• Handle customer support inquiries and resolve technical issues, including Teller Processing & Financial transactions.
• Handle customer support inquiries and resolve technical issues related to Operational controls, Operational compliance, and Balancing.
• Provide expert, in-depth product support to customers.
• Recreate reported issues in FIS test environments to drive the best solution to the customer’s problem.
• Ask probing questions to understand what the client is trying to accomplish and anticipate next steps.
• Troubleshoot issues with software applications and recommend corrective action.
• Document customer information and recurring issues to support product quality programs and product development.

Requirements

• 5+ years of relevant experience.
• Ability to work independently and act as a self-starter.
• Excellent communication skills (written and verbal).
• Strong problem-solving and research skills, including the ability to anticipate next steps.
• Strong analytical skills, with resourcefulness in researching and testing beyond what is found in the manual.
• Client-focused approach, understanding how issues impact the client.
• Strong relationship-building skills with both clients and internal FIS groups to deliver excellent service.
• Experience with the HORIZON core banking system is preferred but not required.

Education: Bachelor of Commerce/Business.

Technology: HORIZON core banking system.