Product Support Representative Senior

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Job Description

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovations that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the role:
As a Product Support Representative, you will work with and build relationships with clients using the FIS Investment Accounting Manager application (aka InvestOne). This product is used by Investment companies and Banks. The role requires a good understanding of Investment Fund Accounting, such as Mutual Funds, Pensions, 401K’s, and general knowledge of investment services. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. These inquiries can be:

• How to process certain investment types within the application
• Questions concerning general ledger/trial balance of an Investment fund
• How to build/run reports
• Issues with system performance
• Reporting application bugs
• Something slightly technical, not sure what to put here

Please note: This is a full-time position with a required hybrid schedule in one of our locations.

Current and/or future sponsorships are not available for this role.

About the team:

We are the North American Product Support team for InvestOne (Investment Accounting Manager)—a group of experienced representatives with complementary specialties who take pride in delivering timely, accurate, and empathetic client support. Distributed throughout the U.S., we operate in close partnership with our sister teams in London and Pune, India, enabling coordinated collaboration and shared domain expertise.

Our mandate goes beyond ticket resolution. We act as a trusted liaison between clients and internal stakeholders, working side by side with Development, the CIO organization, Product Management, and Professional Services. That means diagnosing complex issues, reproducing edge cases, shaping fixes and product improvements, and preparing clear communications that keep clients informed and confident.

• Provide in-depth product support and researching 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.

• Strong communication and presentation skills
• Team player with ability to collaborate with other teams
• Strong customer relations skills
• Ability to think logically under pressure
• Problem solving and troubleshooting skills
• Ability to identify and assist to implement necessary improvements
• Strong financial services background

What we offer you:

At FIS, we are as committed to growing our employees’ careers as our own business. We offer:

• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• Competitive salary and benefits

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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