Role Overview

As a Product Support Representative II at FIS, you will be at the forefront of providing exceptional support to our clients. You'll be the go-to person for resolving customer concerns related to the installation, operation, maintenance, and application of our products. This role requires a blend of technical expertise, strong problem-solving skills, and excellent communication abilities. You'll be instrumental in ensuring our clients have a seamless experience with FIS products, contributing to their success and strengthening our relationships.

A Day in the Life

Your day will be dynamic and engaging, filled with opportunities to make a real difference for our clients. Here’s a glimpse of what you can expect:

• Handling Customer Inquiries: You'll address a variety of inquiries, from simple address changes to complex technical issues.
• Troubleshooting: You'll diagnose and resolve technical problems with equipment and software applications, using your knowledge and available resources.
• Providing In-Depth Product Support: You'll offer expert guidance and support on FIS products, ensuring clients understand how to maximize their value.
• Documenting Issues: You'll meticulously document customer information and recurring technical issues, contributing to product quality improvements.
• Collaborating with Teams: You'll work closely with product development and other teams to address recurring issues and improve the overall customer experience.

Why Pune/Jacksonville?

Pune and Jacksonville offer unique advantages as locations for your career at FIS:

• Pune: A thriving IT hub with a vibrant culture and a growing financial services sector. It offers numerous opportunities for professional growth and a high quality of life.
• Jacksonville: A major financial center in the Southeastern United States, providing a strong base for FIS operations. The city boasts a diverse economy, affordable living, and a family-friendly environment.

Career Path

FIS is committed to fostering the growth of its employees. As a Product Support Representative II, you'll have opportunities to advance your career through various paths:

• Senior Product Support Representative: Develop deeper expertise in specific product areas and take on more complex support challenges.
• Team Lead: Lead a team of product support representatives, providing guidance and mentorship.
• Product Specialist: Become a subject matter expert on a particular FIS product, contributing to training and documentation efforts.
• Account Manager: Transition into a client-facing role, managing relationships and ensuring client satisfaction.

Salary & Benefits

At FIS, we recognize and reward the contributions of our employees. We offer a competitive salary and a comprehensive benefits package, including:

• Competitive Salary: We provide salaries that reflect your experience and expertise, ensuring you're fairly compensated for your contributions. The estimated salary range for this position is $70,000 - $110,000 per year.
• Health Insurance: We offer a variety of health insurance plans to meet your needs, including medical, dental, and vision coverage.
• Paid Time Off: We provide generous paid time off, allowing you to recharge and maintain a healthy work-life balance.
• Retirement Savings Plan: We offer a 401(k) plan with a company match, helping you save for your future.
• Employee Stock Purchase Program: We provide opportunities to invest in FIS stock at a discounted rate.
• Professional Development: We support your professional growth through training programs, tuition reimbursement, and mentorship opportunities.

FIS Culture

FIS is a company built on innovation, collaboration, and a commitment to excellence. We foster a culture where employees are empowered to learn, grow, and make a difference. Here are some key aspects of our culture:

• Innovation: We encourage employees to think creatively and develop innovative solutions to meet the evolving needs of our clients.
• Collaboration: We believe in the power of teamwork and collaboration, working together to achieve common goals.
• Diversity and Inclusion: We embrace diversity and create an inclusive environment where all employees feel valued and respected.
• Growth Opportunities: We provide ample opportunities for professional growth and advancement, helping employees reach their full potential.
• Community Involvement: We are committed to giving back to the communities where we live and work, supporting various charitable initiatives.

How to Apply

Ready to join the FIS team? Applying is easy! Simply click on the “Apply Now” button and submit your resume and cover letter. Be sure to highlight your relevant experience and skills, and explain why you're a great fit for this role.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Product Support Representative II? Providing in-depth product support, troubleshooting technical issues, and documenting customer interactions.
2. What qualifications are required for this role? 5-7 years of product support experience, familiarity with SaaS platforms, and strong analytical and communication skills.
3. What is the salary range for this position? The estimated salary range is $70,000 - $110,000 per year.
4. What benefits does FIS offer? Comprehensive health insurance, paid time off, retirement savings plan, and professional development opportunities.
5. What is the company culture like at FIS? Innovative, collaborative, and committed to diversity and inclusion.
6. What opportunities are there for career advancement? Opportunities to advance to senior roles, team lead positions, or product specialist roles.
7. Is prior banking experience required? Prior banking experience is preferred but not required.
8. What skills are important for success in this role? Analytical skills, problem-solving abilities, and excellent communication skills.
9. How does FIS support employee growth and development? Through training programs, tuition reimbursement, and mentorship opportunities.
10. What is the application process? Click the “Apply Now” button and submit your resume and cover letter.