New

Product Support Representative Senior

FIS
United States, Arkansas, Little Rock
4001 N Rodney Parham Rd (Show on map)
Apr 30, 2025
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate of Business Travel Percentage : 0% Job Description 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 Senior, you will administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfies client needs. About the team: Auto Finance is a configurable, end-to-end leasing and financing process management solution. It supports all asset-types and multinational operations, helping eliminate dependency on disparate legacy systems for increased operational efficiency and reduced total cost of ownership. The Auto Finance support team is a global team of highly experienced consultants working collaboratively to support auto finance companies. This is an opportunity for the right individual to join a team of dedicated professionals in a fast-paced environment, with the aim of supporting a client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers and QA engineers with vast product knowledge. What you will be doing: As a Product Support Representative Senior, you will be the face of the FIS organization and will utilize your considerable communication skills to build strong and lasting relationships with your clients.Your daily work will be to assist the Auto Finance clients with their day to day management of the software as part of the Auto Finance team, using your excellent problem-solving skills to replicate and analyze issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyze current business processes, procedures and work practices with the aim to improve your client's efficient use of the software. Key responsibilities: Incident management Act as the point of contact for diagnosis and resolution of incidents. Engage directly with clients to resolve incidents Periodically fulfill on-call responsibilities to provide 24x7 support capabilities for major incidents. Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents. Client relationship building The expectation is that you will be a SME in both the product and your clients' business processes to ensure that the product meets your clients' current requirements Increase your clients' efficient use of the software by suggesting optimal business practices Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities Responsibility for ongoing learning of the Auto Finance application and business processes of key clients. What you will need: Sound analytical and problem-solving skills Experience and knowledge of Microsoft applications Good oral and written communication skills A positive, proactive and professional attitude - a team player who can also work independently under minimum supervision Added bonus if you have: Experience in Accounting or Leasing would be highly beneficial 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 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. #pridepass