What are the responsibilities and job description for the Product Support Representative position at FIS?
About FIS
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team
A team of strong analytical thinkers and problem solvers. We provide in depth product support to Prophet hosted and non-hosted clients globally. Prophet is a leading enterprise-wide actuarial modelling system that helps insurance and financial services companies meet reporting responsibilities, improve risk management, and develop more profitable products faster.
Insurance's Prophet uses customizable actuarial libraries for all major product types, including regional variations. It provides the transparency, performance and control required by today's actuaries and risk managers through integrated financial modelling and data management capabilities. Over 10,000 users, across more than 850 customer sites, in more than 65 countries, rely on Prophet to model their firm's financial business.
What you will be doing
· Handle customer inquiries and provide in-depth product support for Prophet Non hosted /Hosted Clients/ FRS SaaS clients.
· Troubleshoot intermediate-complex level client issues for Prophet Suite of applications, FRS SaaS and recommend corrective action.
· Collaborate with internal teams such as infrastructure, Development, Service Delivery Management, Sales to deliver best service to customers.
· Write moderately complex to complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.
· Coach and mentor junior staff.
Duties & responsibilities of the role
· Provides in-depth product support to FIS clients by resolving incoming inquiries related to Prophet Suite of applications/ FRS SaaS via ticketing tool/email/phone.
· Troubleshoots and recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
What you bring
· 5 years of experience.
· Prior banking/IT/Insurance experience preferred.
· Strong analytical, organizational and time management skills.
· Knowledge of AWS, Microsoft Azure cloud technologies.
· Knowledge of SQL DB, Windows active Directory, Windows Infrastructure.
Bonus if you have
· Knowledge of FIS products a plus.
· Spanish/Portuguese fluency.
· Knowledge of Microsoft Excel.
· Knowledge of SaaS systems.
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.
Salary : $90,000 - $95,000
