job description
Join FIS, a global leader in financial technology, as a Senior Product Technical Support Analyst and play a pivotal role in delivering exceptional technical support to our clients. In this remote position based in Bali, Indonesia, you will be the bridge between our cutting-edge financial solutions and end-users, ensuring seamless incident resolution and an outstanding client experience from start to finish.
As a key member of our technical support team, you will leverage your expertise to troubleshoot complex issues, provide timely solutions, and maintain high levels of client satisfaction. This role is perfect for a seasoned professional who thrives in a dynamic environment, enjoys problem-solving, and is passionate about delivering top-tier technical support in the fintech industry.
FIS offers a collaborative and innovative work culture, competitive compensation, and opportunities for professional growth. If you are a proactive problem-solver with a strong technical background and a commitment to excellence, we invite you to apply and become part of our global team.
Why Join FIS?
- Work remotely from beautiful Bali, Indonesia, with flexible work arrangements.
- Be part of a global team that drives innovation in financial technology.
- Access to continuous learning and career development opportunities.
- Competitive salary and benefits package.
- Collaborative and inclusive work environment.
Responsibility
- Serve as the primary point of contact for technical support, assisting clients with incidents and requests to ensure a seamless and exceptional experience.
- Troubleshoot and resolve complex technical issues related to FIS financial products, ensuring timely and effective solutions.
- Collaborate with cross-functional teams, including product development and customer success, to escalate and resolve critical issues.
- Document and maintain detailed records of support interactions, resolutions, and client feedback to improve service quality.
- Provide training and guidance to clients and internal teams on product functionalities and best practices.
- Monitor and analyze support metrics to identify trends, areas for improvement, and opportunities to enhance client satisfaction.
- Contribute to the development of knowledge base articles, FAQs, and support documentation to streamline issue resolution.
- Stay updated on industry trends, product updates, and emerging technologies to provide informed and proactive support.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in technical support, preferably in the financial technology or software industry.
- Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
- Proficiency in using support tools, ticketing systems, and remote desktop applications.
- Experience with financial software, APIs, or payment systems is a plus.
- Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.
- Fluency in English; additional languages are a bonus.