Product Support Representative I, FIS University Program

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Job Description

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we'd like to know: Are you FIS?

Join the 2025 FIS University Program!

As a full-time employee in the FIS University Program, you will have the opportunity to participate in team projects, community service activities, professional development seminars and work with a team that is invested in your growth, development, and success; including bi-annual performance connects with your manager.

This two-year full-time program has start dates in January, March, June, and September with a dedicated "Learning Week" where you will:

• Learn how to work within a corporate environment
• Learn about the exciting world of Fintech and the role FIS plays
• Hear from FIS leadership about their journey and participate in senior leader networking opportunities
• Build a network of your peers from across the organization

This position is for a June 23, 2025 start.

About the Role

We are seeking a person with a background in corporate finance that has a strong interest in technology and software. In this role, you will provide ongoing support to functional users, triage client issues, and answer product questions. You will also serve as a point of escalation for troubleshooting and resolving technical issues.

About The Team

Our team is committed to providing exceptional support for BancWare, a leading Asset Liability Management software used by banks and financial institutions around the globe. We are a group of enthusiastic problem solvers who excel at helping clients get the most out of our software. Our client-centric approach ensures that every interaction leaves our clients with a positive and satisfying experience

What You Will Be Doing

• First-Line Support: Respond to client-raised issues and offer solutions as the first point of contact
• Finance Knowledge:Leverage your finance expertise to support clients, ensuring they use the software to its full potential and removing blockers that prevent effective use
• Financial Modeling Assistance: Answer client questions related to financial modeling and be asked to suggest improvements
• Client Training: Train clients on how to effectively use the software, ensuring they maximize its potential
• Client Triage Sessions: Collaborate with functional support teams to address critical technical support items and assist with client triage sessions
• Cross-Team Collaboration: Work with Prod Ops to monitor issues and provide necessary assistance to the Ops teams
• Technical Support Coordination: Oversee queue management and ensure timely resolution of technical support tickets
• Product Requirements Administration:Administer necessary product requirements to maintain consistent account control of clients using FIS software products
• Project Management: Independently manage small CX projects or lead project execution involving multiple team members
• Quality Assurance:Ensure the quality and utilization of FIS software products meet client needs
• Hybrid Work Environment: This position is based in our Jacksonville, Florida office with a hybrid work model

What You Bring

• Bachelor's degree in relevant field of study
• Proficiency in Microsoft Office Suite
• Fluent in English; Strong written and verbal communication skills
• Adaptability, a drive to learn, and strong problem-solving skills
• Ability to work well independently and within a team

Bonus If You Have

• Ability to speak Spanish

What We Offer You

• Competitive salary and excellent benefits
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• Time to support charities and give back to your community
• A work environment built on collaboration, flexibility, and respect
• Student Loan Repayment Program: FIS will PAY OFF participants' undergraduate loan balance over 10 years of service! Eligibility starts after one year of tenure in the program. The benefit applied to undergraduate student loans for US-based degrees and must be in the employee's name.

*Current and future sponsorship are not available for this position*

#FISUJUNE2025

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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