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

About the role:
As a Product Technical Support, 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 specialist

• Demonstratable 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, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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