Product Support Representative Junior
Jacksonville, FL 
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Posted 23 days ago
Job Description
Product Support Representative Junior
  • Job ID #:JR77748
  • Functional Area:Client Services
  • Position Type:Full-Time Regular
  • Experience Desired:At least 2 years
  • Education Desired:Bachelors Degree or equivalent
  • Primary Location:US-Florida-Jacksonville 701 San Marco Blvd-4103
  • Secondary Location(s):
  • Travel Percentage:0.00
  • Relocation Provided:No

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Protegent Functional Support Representative

Primary liaison for service side of the client relationship, building of relationships with client contacts and coordination of the client loyalty process. Individual contributor role. Experienced professional with experience in a client support role and some domain knowledge. Able to act independently to manage client issues, client engagement, client communication and issue triage. Coordinate and work with other functional and technical teams to resolve issues for clients.

Accountability of Role:

Provide front line support to clients to manage the post production business as usual status for Protegent applications and help triage client issues. Participate in coordination with other internal teams to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of client issues.

Qualifications:

  • Good communication skills
  • Good to have familiarity with order management systems and best execution reporting
  • Can work well with remote teams.
  • Good to have SQL skills and ability to write simple queries.
  • Proficient with MS Excel

Responsibilities

  • Provides in-depth product support to FIS clients by resolving incoming inquiries.
  • Responds to customer product inquiries via telephone, email or client support ticketing portal.
  • Recreate client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
  • Handle client escalations and ensure client satisfaction by proactively communicating with multiple resource levels, including high-level management
  • Documents customer information and recurring issues to support product quality programs and product development.
  • Other related duties assigned as needed.
  • May select, develop, and evaluate personnel to ensure the efficient operation of the function.

With a 50-year history rooted in the financial services industry, FIS is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500 Index.

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

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here: www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and here:www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability

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.


FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

For positions located in the US, the conditions below apply.

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

 

Job Summary
Company
FIS
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
2+ years
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