Senior Product Support Representative

4 weeks ago

Metro Manila, Philippines FIS Global Solutions Philippines, Inc. Full time

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the role:
As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application for our Trading Application FIS Trading Suite (formerly Valdi). 

About the team:

You will be part of a APAC Regional CX Team supporting clients under Trading who are using FIS Proprietary platform. The team is distributed strategically across APAC to cover countries in the region.

What you will be doing:

Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.Provide in-depth product support and researching client issues.Troubleshoot problems with equipment or software applications and recommend corrective action.Document customer information and recurring technical issues to support product quality programs and product development.Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.Other related duties as assigned.


What you will need:

Must have At least 6 years of combined experience working as an application or software support specialistDemonstratable strong analytical & problem-solving skills.Experience supporting Trading environments or platforms (e.g., Fidessa, Ullink, Bloomberg, Refinitiv, etc) is preferred.A strong understanding of Trading process (Buy Side, Sell Side, Exchange) is preferred.Experience in financial services industry is preferred.Excellent English communication skillsOrganizational and time management skills and the ability to work independently.


Added bonus if you have:

Familiar with Valdi (FIS Trading Suite)


What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:

Opportunities to innovate in fintechTools for personal and professional growthInclusive and diverse work environmentResources to invest in your communityCompetitive salary and benefits

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