Product Support Representative with Capital Market Domain (US Day Shifts)

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

FIS™ Commercial Loan Servicing (CLS) a.k.a ACBS is a comprehensive software platform used primarily in the banking and financial services industry to manage the entire lifecycle of commercial loans.

This is an opportunity for the right individual to join a growing team of dedicated professionals in a fast-paced environment, with the aim of supporting an increasing client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of designers & developers with vast product knowledge.

What You Will Be Doing

This position is within Lending – CLS product group. As a Product Support Representative you will be responsible to:

• Provide in-depth product support to ACBS clients by resolving incoming inquiries.
• Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot problems with malfunctioning software applications and recommends corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Recreate client issues in a test environment, Identify/document how applications and systems interact to support business processes.

This position is for Chennai location and need to work in US Pacific timezone.

What You Bring:

Knowledge / Experience

• Min 5-7 years of experience on CX support/ product support/ technical support.
• This is more over functional support role.
• Domian: knowledge on ACBS or LoanIQ or Commercial Lending required.
• Establish strong relationship with clients.

• Good Communication skills
• Quick learner and flexible to work in regular Night shifts.
• Strong analytical skill.
• Strong troubleshooting skills.

Skills

• Excellent verbal and written communication skills
• Demonstrated expertise at working with technical and business experts from clients, including traders, compliance users and investment bank
• Experience analysing and understanding functional requirements, issue statements.
• Strong problem solving, debugging & analytical skills, ability to work independently with minimum guidance
• Good team player
• Self-motivated and self-learner
• Ability to work independently, take ownership, lead and drive
• Willingness to work across all areas of product life cycle, from requirements gathering to unit testing and application deployment

Qualifications

• MBA Finance, B Tech, etc (Any bachelor’s degree (B Tech, BE, BCA, BCS) and/or MBA Finance)

Competencies

• Fluent in English
• Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Attention to detail and quality focus
• Organized approach – manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset

Role Overview

As a Product Support Representative at FIS, you will be a critical link between our clients and the ACBS software platform. You'll leverage your deep understanding of commercial lending and capital markets to provide expert support, troubleshoot issues, and ensure client satisfaction. Your role directly impacts the success of our clients, who are leading institutions in the banking and financial services industry.

A Day in the Life

Your day will be dynamic and varied. You might start by responding to client inquiries via phone, email, or chat, addressing questions about ACBS functionality or troubleshooting technical issues. You'll analyze client problems, recreate scenarios in a test environment, and document your findings meticulously. Collaboration is key, so you'll work closely with designers and developers to find solutions and improve the product. You'll also be responsible for documenting recurring technical issues to contribute to ongoing product quality improvements. Because this role supports US clients, expect to work US Day shifts, which translates to night shifts in India.

Why Chennai?

Chennai is a strategic location for FIS, offering access to a talented pool of professionals with expertise in technology and finance. The city's vibrant culture and strong educational institutions make it an ideal hub for innovation and growth. By joining our team in Chennai, you'll be part of a global company with a strong local presence, contributing to the success of our clients worldwide.

Career Path

This role offers significant opportunities for career advancement within FIS. You can progress to Senior Product Support Representative, Team Lead, or even specialize in a particular area of the ACBS platform. FIS is committed to providing ongoing training and development to help you reach your full potential. Your experience in this role can also open doors to other departments within FIS, such as product development, sales, or client management.

Salary & Benefits

The estimated salary range for this position in Chennai is INR 700,000 to INR 1,400,000 per year, commensurate with experience and qualifications. FIS also offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plan, and employee stock purchase program. (Note: salary is an estimate based on market research and is not a guarantee.)

FIS Culture

At FIS, we foster a culture of innovation, collaboration, and inclusivity. We believe in empowering our employees to make a difference and providing them with the resources they need to succeed. We are committed to creating a workplace where everyone feels valued, respected, and supported. We also believe in having fun and celebrating our accomplishments.

How to Apply

If you are a motivated and experienced professional with a passion for product support and a strong understanding of capital markets, we encourage you to apply. Please submit your resume and cover letter through the FIS careers website. We look forward to hearing from you!

FAQ

1. What is ACBS? ACBS stands for Advanced Commercial Banking System, a comprehensive software platform used for managing the lifecycle of commercial loans.
2. What timezone will I be working in? You will be working US Pacific Time, which will require you to work night shifts in India.
3. What are the key skills needed for this role? Strong communication, analytical, and troubleshooting skills are essential, along with knowledge of ACBS, LoanIQ, or commercial lending.
4. What qualifications are required? A bachelor's degree in technology or finance is required, and an MBA in Finance is preferred. 5-7 years of experience in a related role is also necessary.
5. What are the opportunities for career growth? FIS offers numerous opportunities for advancement, including roles in senior support, team leadership, and specialized product areas.
6. What is the work environment like at FIS? FIS promotes a collaborative, innovative, and inclusive work environment where employees are valued and supported.
7. What kind of training will I receive? FIS provides ongoing training and development opportunities to help you succeed in your role and advance your career.
8. What benefits does FIS offer? FIS provides a comprehensive benefits package, including health insurance, paid time off, retirement savings, and employee stock purchase program.
9. How can I prepare for the interview? Research FIS and the ACBS platform, and be prepared to discuss your experience in product support, capital markets, and troubleshooting.
10. What is the interview process like? The interview process typically involves multiple rounds, including interviews with HR, hiring managers, and technical team members.