Product Technical Support

Product Technical Support

The Analyst II, Product Technical Support is a customer-facing role responsible for delivering high-quality functional support to users of the company's products. This role focuses on helping customers effectively utilize product capabilities, resolving functional issues, and ensuring a consistently high level of customer satisfaction.

Key Responsibilities:

• Provide functional product support to customers through phone, email, and chat channels.
• Analyze, troubleshoot, and resolve issues related to product functionality and usage.
• Escalate complex or unresolved issues to appropriate internal teams and ensure timely follow-up until resolution.
• Accurately document all customer interactions, issues, and resolutions in the Customer Relationship Management (CRM) system.
• Collaborate closely with cross-functional teams including Product Management, Infrastructure, and Professional Services to identify, track, and resolve product-related issues.
• Communicate customer feedback and recurring issues to Product Management to support continuous product improvement and enhanced customer experience.
• Participate in ongoing product training and professional development to remain current with product features, updates, and enhancements.
• Monitor and respond to customer inquiries and feedback on designated social media platforms, as required.
• Support customers across APAC, EMEA, and US regions by working in rotational shifts based on business requirements.

Qualifications:

• Bachelor's degree in Finance or a related field is preferred.
• Strong written and verbal communication skills, with the ability to effectively engage with international customers.
• Excellent analytical and problem-solving abilities.
• Ability to work independently while also contributing effectively as part of a collaborative team.
• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Prior experience in client or customer support roles is a plus.

Competencies

• Fluent in English
• Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion.
• Attention to detail – track record of authoring high-quality documentation.
• Organized approach – manage and adapt priorities according to client and internal requirements.
• Self-starter but team mindset - work autonomously and as part of a global team

What We Offer You

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A variety of career development tools, resources and opportunities