As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

We are currently looking for a Senior Product Support Representative – Front Arena (m/w/d) to support our clients in Germany and Europa. Ideally based in Frankfurt, remote options are available.

About the team:

This role is part of the FIS' Front Arena Client Experience team responsible for providing application support for FIS Front Arena solutions to our client’s functional and technical issues.   We have a global team operating out of many locations, and need to be dynamic and proactive in how we deal with our clients and the changing business marketplace.  At FIS we are embracing new technologies and working practices, so open to new ideas and technologies to help grown our business and improve quality to our clients.

About the role:

The Senior Product Support Representative will be working within the FIS Client Experience team and will be responsible for ensuring application support for our Cross-Asset Trading and Risk Platform (previously known as Front Arena) to solve our client’s functional and technical issues and for managing these through to resolution.

What you will be doing:

• Work with the client to ensure the smooth day to day running of the client’s version of the FIS Cross-Asset Trading and Risk Platform solution
• Stakeholder management – you will be responsible for liaising with client and internal teams
• Handle customer inquiries, incidents & requests
• Provide in-depth support and researching client issues
• Troubleshoot software problems and take necessary actions to solve them
• Document customer information and recurring issues to support product quality programs
• Occasional travel to visit our clients

What you bring:

• Bachelor or master’s degree in a Finance-related field (Economics, Business Administration, Banking & Finance, etc.) or a combination of education, training and professional experience
• 2 to 3 years of experience with the FIS Front Arena application
• Knowledge of the Financial markets, Trading Systems and front-office business as well as a solid understanding of the Financial services industry
• Ability to work independently and solve business problems through own initiative.
• Clear communication with empathetic customer service and effective prioritization skills
• Experience of interacting with end users in the financial industry. Ability to build good relationships with clients.
• Good analytical, decision-making, problem-solving, interpersonal, teamwork, negotiation, conflict management and time management skills.

Added bonus if you have:

• FIS Front Arena AEF Certification
• Deep knowledge of Front Arena Architecture and components: ADS, ATS, AMAS, AIIMs and mainly for Front Arena Electronic Trading components.
• Understanding of Front Arena and its programming languages: ADFL, ACM. AEL, ASQL and Python.
• Fluent German skills is a benefit

What we offer you:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Competitive salary and excellent incentive compensation structure
• A modern, international work environment and a dedicated and motivated team
• Dynamic environment that supports your development and recognises your achievements
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• External and internal trainings
• Joining a team of talented experts

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Sourcing Model

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.

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