Product Technical Support Analyst

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About The Team:

The Client Services team serves as the primary point of contact between the company and its clients, ensuring a seamless customer experience throughout the client lifecycle. The team is responsible for onboarding new customers, resolving service inquiries, providing product support, and coordinating with internal departments to address client needs. By building strong relationships and delivering timely solutions, the Client Services team helps drive customer satisfaction, retention, and long-term business growth. Their deep understanding of both financial services and technology enables them to guide clients in maximizing the value of the organization's products and services.

About The Role:

As primary point of contact, deliver high levels of service and relationship management for assigned institutional outsourcing clients in support of TrustDesk business objectives.

What You Will Be Doing:

• Oversee daily activity of assigned outsourcing relationships
• Solving complex problems through research and/or communications with other departments
• Support personnel at client institutions in day-to-day routines and financial processing
• Focused on providing quality service levels, performs daily servicing activities ensuring timeliness and accuracy
• Monitors day-to-day activity of clients, works with operations staff to deliver consistently high levels of service and takes responsibility and ownership over resolution of all client service-related issues
• Coordinate with internal teams to support client relationships and ensure efficient service delivery

What You Will Need:

• Experience with TrustDesk Trust Accounting System is preferrable
• 3-5 years of recent experience in trust, securities or operations
• Requires client facing and servicing experience with excellent interpersonal skills to build high levels of customer satisfaction
• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
• Professional and calm demeaner to handle clients who are difficult
• Requires solid organizational, leadership, decision-making and problem-solving skills
• Is resourceful and proactive in gathering information and sharing ideas
• Proficiency in Microsoft Office software is essential as well as a basic knowledge of how internal systems work

Added Bonus If You Have:

• Knowledge of FIS products and Services
• Some flexibility of hours is preferred

What We Offer You:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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