Product Support Representative Iii - Application Support

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

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® Private Capital Suite (formerly Investran), our award-winning private equity fund accounting software and reporting solution, unifies fragmented data, automates complex processes, and supports smarter accounting while reducing costs, errors and pressure on your team. It’s backed by our experts, who provide training and technical expertise to help you maximize the value of your investment.

What you will be doing:

Your primary responsibilities will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications and to further develop the product.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

• Support – help clients resolve problems related to the Prophet application and other associated applications related to Prophet. Types of activities include:
• Excellent analytical skills along with good communication skills.
• Experience of supporting end users on products in financial domain across the globe.
• Identify and resolve technical/IT issues.
• Assist in solving complex issues technical and/or functional issues.
• Software licensing assistance
• Guidance in how to improve the user experience of Private Capital Suite and other associated applications.
• Problem solving and assessment of technical/functional support to clients.
• Working with clients to help them get the most out of our product and other associated applications.
• Make infrastructure recommendations to clients most suited to their modelling and usage of PCS application.
• Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
• Develop – providing support to Product Managers as part of the product development lifecycle, including:
• Running model test packs, assisting with software UAT and feedback
• Working closely with onsite technical & PCS consultants and other geographically dispersed support staff and clients.

What you bring:

Knowledge / Experience

• Excellent oral and written communications skills
• Strong problem-solving and diagnostic skill skills
• Ability to work effectively with minimum supervision with a strong sense of ownership.
• Customer service and team focus
• Working knowledge of diagnostic utilities (desirable)

• Ability to think laterally - suggest pragmatic solutions to complex IT issues. • Be a self-starter with the ability to work effectively with minimum supervision and take responsibility for own development.

Qualifications

• Bachelor’s or Master’s Degree in technology related field, or other relevant field of study, or the equivalent in education and experience.
• ITIL v3 Foundation or higher desirable

What we offer you

• A modern, international work environment and a dedicated and motivated team
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• Time to support charities and give back in your community
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• Great workspaces with dedicated and motivated colleagues
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration, flexibility and respect

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.

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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