Product Support Representative Senior

Position Type : Full time

Type Of Hire : Experienced (relevant combo of work and education)

Education Desired : Bachelor of Commerce/Business

Travel Percentage : 1 - 5%

About the team

At FIS we are looking for an experienced Product Support Representative to join the EMEA Treasury Client Services team. We are a client facing financial application support team that delivers an excellent customer experience for our blue-chip corporate and banking treasury clients.

What you will be doing

As a Product Support Specialist this role will be responsible for:

• All aspects of client satisfaction and happiness related to their customer experience with Support.

• Resolving complex issues requiring in-depth knowledge and skills.

• Support our treasury software solutions and ensure the quality and utilization of FIS financial & treasury products satisfy client needs.

• Recreate client issues and troubleshoot problems to support product quality.

• Display competency within the complex modules of Treasury, Cash Management, Accounting and Risk Management.

• Communicate with the development centers (directly when needed) and designated conduits (PS, other support teams etc.) on product issues. Work closely with account managers on any issues that need to be escalated.

• Take complete ownership of the issue resolution process.

• Proactively maintain entire existing professional relationships through regular client contact.

• Mentor and support less experienced consultants, transferring specialist knowledge to other members of the Client Services team.

• Schedule and conduct service review calls with our clients.

Position Requirements:

• Experience in a treasury client services or consulting role.

• Proven understanding of the Corporate and Banking Treasury space. Two years treasury / financial markets knowledge preferable.

• Good knowledge and understanding of financial operational and business processes.

• Knowledge of financial instruments (Repos, Gilts, Collateralized Debt, Treasury Bills, MM, Bonds etc.).

• Awareness and appreciation of Treasury markets and clients within the region.

• Previous working knowledge of a TMS system such as Quantum is highly desirable.

• Client facing focus on day-to-day work.

• Ability to work as part of a team, sharing knowledge and skills.

• Disciplined administration skills to allow effective administration and follow-up of support issues.

• Perfectly fluent in English. A second European language is an advantage.

Skills:

• Strong analytical and problem-solving skills.

• Excellent interpersonal, oral and written communication skills.

• Ability to communicate at all levels within an organization required.

• Ability to build and maintain strong client relationships.

• Ability to effectively learn technical products, services and solutions and readily apply new knowledge is required.

• Able to take the initiative and work independently or in a team.

Desirable:

• Good technical skills and basic technical knowledge - any experience on working with SQL and/or Oracle databases an advantage, as would experience of working with Crystal Report Writer.

• Proficiency in Windows based applications (WORD, EXCEL and Power Point) highly preferred.

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.