Analyst Lead, Product Technical Support at FIS in Milwaukee, WI

Role Overview

As an Analyst Lead in Product Technical Support at FIS, you will be at the forefront of resolving complex technical issues for our clients. This role demands a blend of technical expertise, leadership skills, and a commitment to exceptional customer service. You will lead a team of technical support specialists, providing guidance and mentorship while also diving into the most challenging problems. Your insights will directly influence product enhancements, making this a pivotal role in shaping the future of our fintech solutions.

Day in the Life

Your day-to-day responsibilities will be diverse and dynamic, including:

• Leading and mentoring a team of technical support analysts.
• Handling escalated customer inquiries and resolving complex balancing issues.
• Providing in-depth support and research on client reconciliation issues.
• Troubleshooting problems with balancing sheets and recommending corrective actions.
• Collaborating with cross-functional teams to address and resolve technical challenges.
• Analyzing customer interactions to identify trends and opportunities for product improvement.
• Developing and maintaining knowledge base articles to assist both internal teams and customers.
• Ensuring timely and effective communication with clients regarding the status of their issues.
• Participating in training sessions to enhance your technical skills and product knowledge.
• Contributing to a culture of continuous improvement within the technical support team.

Why Milwaukee, Wisconsin?

Milwaukee offers a unique blend of urban sophistication and Midwestern charm. Here's why working in Milwaukee is a great choice:

• Affordable Cost of Living: Milwaukee boasts a cost of living that is significantly lower than many other major U.S. cities, allowing you to enjoy a comfortable lifestyle without breaking the bank.
• Thriving Arts and Culture Scene: From the Milwaukee Art Museum to numerous theaters and music venues, there's always something to see and do.
• Beautiful Lakefront: Located on the shores of Lake Michigan, Milwaukee offers stunning views, parks, and recreational opportunities.
• Delicious Food and Drink: Milwaukee is known for its breweries, cheese, and diverse culinary scene.
• Friendly Community: Milwaukeeans are known for their warmth and hospitality, making it easy to feel at home.
• Proximity to Other Major Cities: Chicago is just a short drive away, providing easy access to even more amenities and opportunities.
• Growing Fintech Hub: Milwaukee is increasingly becoming a hub for fintech companies, offering exciting career prospects.
• Excellent Schools: Milwaukee has a range of excellent schools and educational institutions.
• Outdoor Activities: With numerous parks, trails, and lakes, Milwaukee is a great place for outdoor enthusiasts.
• Family-Friendly Environment: Milwaukee offers a safe and welcoming environment for families with children.

Career Path

FIS is committed to the growth and development of its employees. The Analyst Lead, Product Technical Support role can lead to various career paths within the organization, including:

• Senior Analyst Lead: Taking on more complex technical challenges and leading larger teams.
• Technical Support Manager: Overseeing the entire technical support department and developing strategic initiatives.
• Product Manager: Leveraging your technical expertise to guide the development of new products and features.
• Project Manager: Leading cross-functional projects to implement new technologies and improve existing processes.
• Consultant: Providing expert advice to clients on how to optimize their use of FIS products and services.
• Business Analyst: Analyzing business requirements and translating them into technical specifications.
• Solutions Architect: Designing and implementing technical solutions to meet client needs.
• Account Manager: Building and maintaining relationships with key clients.
• Sales Engineer: Providing technical support to the sales team and demonstrating the value of FIS products.
• Training Specialist: Developing and delivering training programs to internal teams and clients.

Salary & Benefits

FIS offers a competitive salary and benefits package, including:

• Competitive Salary: Commensurate with experience and qualifications.
• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Retirement Plan: 401(k) plan with company match.
• Employee Stock Purchase Plan: Opportunity to purchase FIS stock at a discounted price.
• Life Insurance: Company-paid life insurance and supplemental life insurance options.
• Disability Insurance: Short-term and long-term disability coverage.
• Flexible Spending Accounts: возможность откладывать деньги до уплаты налогов на медицинские расходы и расходы по уходу за детьми.
• Health Savings Account: возможность откладывать деньги до уплаты налогов на медицинские расходы, если вы зарегистрированы в плане медицинского страхования с высокой франшизой.
• Wellness Programs: Инициативы, направленные на поддержку здоровья и благополучия сотрудников.
• Employee Assistance Program: Конфиденциальные консультации и ресурсы для сотрудников и членов их семей.
• Tuition Reimbursement: Financial assistance for continuing education.
• Professional Development: Opportunities to attend conferences, workshops, and training programs.

FIS Culture

FIS is committed to creating a diverse and inclusive work environment where all employees feel valued and respected. We believe that our differences make us stronger and that by working together, we can achieve anything. Here are some of the key aspects of our culture:

• Innovation: We are constantly seeking new and better ways to serve our clients and improve our products and services.
• Collaboration: We work together as a team to achieve our goals.
• Customer Focus: We are committed to providing exceptional customer service.
• Integrity: We operate with the highest ethical standards.
• Respect: We treat each other with respect and value our differences.
• Diversity and Inclusion: We are committed to creating a diverse and inclusive work environment.
• Growth and Development: We are committed to the growth and development of our employees.
• Community Involvement: We are committed to giving back to the communities where we live and work.
• Work-Life Balance: We understand the importance of work-life balance and offer flexible work arrangements.
• Recognition: We recognize and reward employees for their contributions.

How to Apply

If you are interested in joining the FIS team as an Analyst Lead, Product Technical Support in Milwaukee, WI, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of an Analyst Lead, Product Technical Support? The key responsibilities include leading a team, handling complex inquiries, troubleshooting advanced issues, and providing insights for product enhancements.
2. What qualifications are required for this role? Required qualifications include prior back-office banking experience, strong analytical skills, proficiency in Microsoft Excel, and excellent communication and problem-solving skills.
3. What is the work environment like at FIS? FIS offers a collaborative and innovative work environment with opportunities for growth and development.
4. What are the benefits of working at FIS? FIS provides a comprehensive benefits package, including health insurance, paid time off, retirement plans, and employee stock purchase options.
5. What career paths are available after this role? Potential career paths include Senior Analyst Lead, Technical Support Manager, Product Manager, and Project Manager.
6. What is the salary range for this position? The salary range is competitive and commensurate with experience. (Estimated $75,000 - $110,000 annually)
7. Is this a remote position? No, this is a full-time position with a required hybrid schedule in Milwaukee, WI.
8. What is the company culture like at FIS? FIS has a culture of innovation, collaboration, customer focus, and integrity.
9. How does FIS support employee growth and development? FIS offers always-on learning and development opportunities, tuition reimbursement, and professional development programs.
10. How does FIS contribute to the community? FIS provides opportunities for employees to give back to the community through volunteer programs and charitable initiatives.