Product Technical Support Analyst

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

The future of money is being built right now. At FIS, we help the world's businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

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
• Exposed to a broad cross-section of the financial industry
• Gain in-depth knowledge of exchange technologies and markets

What you will be doing:

• Handle customer inquiries and resolve support issues such as address changes, order processing, warranty, billing or payment
• Provide in-depth product support and research 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:

• Overall, 4+ years of experience.
• Hands-on knowledge of UNIX, Shell scripting, Oracle, SQL and PL/SQL.
• Familiarity with Service Now, Team Support, Containerization, Kafka, WebSphere and MQ.
• Broad knowledge of Financial Markets, especially Fixed Income Securities.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients.
• Ability to provide proactive support and take action to remediate client issues in a timely manner.
• Excellent verbal and written communication skills for technical and non-technical audiences at various levels of the organization, including executives, management and individual contributors.
• Willingness to share relevant technical and/or industry knowledge and expertise with other resources.
• Excellent decision-making and problem-solving skills.
• Ability to communicate ideas verbally and in writing in a clear, concise and professional manner.
• Resourceful and proactive approach to gathering information and sharing ideas.
• Ability to work both independently and in a team environment.
• Ability to analyze and solve problems using learned techniques and tools.

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A broad range of professional education and personal development possibilities - FIS is your final career step! Statement

Sourcing Model