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

Are you a curious, motivated, and forward-thinking professional with a passion for the financial services and technology industry? At FIS, you'll have the opportunity to tackle some of the most challenging and relevant issues in the field. We empower our talented people and believe in fostering a team environment that is open, collaborative, entrepreneurial, passionate, and, above all, fun.

This role is based in Chennai, India, and requires working US Pacific Time Zone hours.

About the Team

The FIS™ Commercial Loan Servicing (CLS), also known as ACBS, is a comprehensive software platform primarily utilized in the banking and financial services sector. It manages the entire lifecycle of commercial loans, providing robust and scalable solutions to meet the diverse needs of our clients.

This is an exciting opportunity to join a growing team of dedicated professionals in a fast-paced environment. Your aim will be to support an increasing client base of high-profile companies with the highest quality service. You will receive support from a highly experienced team of designers and developers with extensive product knowledge.

Role Overview

As a Product Support Representative within the Lending – CLS product group, you will be responsible for providing in-depth product support to ACBS clients. This involves resolving incoming inquiries, addressing customer concerns, and troubleshooting software issues. Your primary goal is to ensure client satisfaction and contribute to the continuous improvement of our products and services.

A Day in the Life

Here's a glimpse into a typical day as a Product Support Representative:

• Handling Inquiries: Respond to customer product inquiries via telephone, email, or chat sessions, providing timely and accurate information.
• Troubleshooting: Diagnose and resolve technical issues related to the ACBS software, using your strong analytical and problem-solving skills.
• Documentation: Document customer information and recurring technical issues to support product quality programs and product development.
• Collaboration: Collaborate with designers, developers, and other team members to address complex issues and implement solutions.
• Client Interaction: Establish and maintain strong relationships with clients, ensuring their needs are met and their concerns are addressed promptly.
• Testing: Recreate client issues in a test environment to accurately diagnose and resolve problems.

Why Chennai?

Chennai is a vibrant and dynamic city with a thriving technology sector. As a major hub for IT and financial services, Chennai offers numerous opportunities for professional growth and development. Working in Chennai allows you to be part of a diverse and talented workforce while enjoying a rich cultural experience.

Career Path

At FIS, we are committed to providing our employees with opportunities for career advancement. As a Product Support Representative, you can progress to roles such as Senior Product Support Representative, Team Lead, or Subject Matter Expert. We also offer various training and development programs to help you expand your skills and knowledge, enabling you to pursue your career goals within FIS.

Salary & Benefits

The salary range for this position is estimated between $70,000 and $110,000 USD per year, commensurate with experience and qualifications. FIS also offers a comprehensive benefits package, including:

• Comprehensive health insurance plans (medical, dental, vision)
• Generous paid time off (PTO) and holidays
• Employee stock purchase plan (ESPP)
• 401(k) retirement savings plan with company match
• Professional development and training opportunities
• Tuition reimbursement program
• Employee assistance program (EAP)
• Flexible spending accounts (FSA) and Health savings accounts (HSA)
• Life insurance and disability coverage
• Wellness programs and resources

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 and support they need to succeed. Our values include integrity, teamwork, and a commitment to excellence. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work.

How to Apply

If you are a motivated and results-oriented professional with a passion for the financial services industry, we encourage you to apply for the Product Support Representative position at FIS. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are a good fit for this role.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Product Support Representative?
   Providing in-depth product support, resolving customer inquiries, troubleshooting software issues, and documenting technical information.
2. What qualifications are required for this role?
   A bachelor's degree in a related field (e.g., B Tech, BE, BCA, BCS) and 5-7 years of experience in CX support, product support, or technical support. Knowledge of ACBS, LoanIQ, or Commercial Lending is also required.
3. What skills are important for success in this role?
   Strong communication, analytical, problem-solving, and troubleshooting skills. The ability to work independently and as part of a team is also essential.
4. What is the work schedule for this position?
   The position requires working US Pacific Time Zone hours from Chennai, India.
5. What is the career path for a Product Support Representative at FIS?
   Opportunities for advancement include roles such as Senior Product Support Representative, Team Lead, or Subject Matter Expert.
6. What benefits does FIS offer to its employees?
   FIS offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plans, and professional development opportunities.
7. What is the company culture like at FIS?
   FIS fosters a culture of innovation, collaboration, and inclusivity. We value integrity, teamwork, and a commitment to excellence.
8. How can I apply for the Product Support Representative position at FIS?
   Submit your resume and cover letter through our online application portal, highlighting your relevant experience, skills, and qualifications.
9. What is the ACBS software platform?
   ACBS (Advanced Commercial Banking System) is a comprehensive software platform used primarily in the banking and financial services industry to manage the entire lifecycle of commercial loans.
10. What kind of training and support will I receive in this role?
    You will receive support from a highly experienced team of designers and developers with extensive product knowledge. We also offer various training and development programs to help you expand your skills and knowledge.