Job Description

About the role

As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.

About the team

FIS Securities Finance Suite provides a holistic set of products and services that addresses the needs of the financing market. Our products levels the siloes and eliminates redundant, inefficient processes so you can maximize top line returns. With a global platform and a real-time view, you can efficiently utilize and optimize inventory across the firm to monetize your assets, make more informed trading decisions and manage collateral more effectively helping clients guard against regulatory risk by eliminating manual processes and errors through increased automation and connectivity.

This team is a collection of highly specialized, self-motivated and collaborative professionals spanning a range of functional & technical disciplines: software development, data researchers, market & application specialists and product support & management.

What you will be doing

• Provide in-depth product support to FIS clients by resolving incoming inquiries

• Troubleshoot problems with malfunctioning software applications and recommends corrective action

• Respond to customer product inquiries via telephone or in written internet-based email or chat sessions

• Document customer information and recurring technical issues to support product quality programs and product development

• Recreate and resolve client issues in test environment, identifies/documents how applications and systems interact to support business processes

• Works closely with Developers, Business Analysts and other Subject Matter Experts to triage and resolve functional and technical issues.

What you bring

• Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience.

• 3+ years of relevant experience in application support

• Knowledge of and strong interest in financial markets (Securities Finance) is a plus

• Knowledge in any of the following: programming, business analysis or implementation of software products a plus

• Self-starter who is able to work individually with minimum guidance in challenging environments.

• Excellence in managing customer relationships

• Excellent written, verbal, and inter-personal communication skills

• Analytical and problem-solving skills

• Organizational and time management skills required

• Team player and willing to progress in a rapidly changing environment

• Knowledge of stock loan, stock borrow, SmartLoan application, LoanNet application, security finance, inventory management

What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech

• Tools for personal and professional growth

• Inclusive and diverse work environment

• Resources to invest in your community

• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $88,670.00 - $144,530.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

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 Online Privacy Notice.

EEOC Statement

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 supplement document available here

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.

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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