Senior Product Support Representative

2 weeks ago

Metro Manila Philippines Buscojobs Full time

Overview

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?

Role location: Hybrid (three days in-office, two days virtual)

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 (formerlyValdi).

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.

Responsibilities
  • 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 specialist
  • Demonstrable 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 skills
  • Organizational 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 fintech
  • Tools for personal and professional growth
  • Inclusive and diverse work environment
  • Resources to invest in your community
  • Competitive salary and benefits
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