Support Analyst, Application Maintenance & Support

Product Support Representative

At FIS, you'll help solve some of the most challenging and relevant issues in financial services and technology. Our people are at the center of everything we do, and we value a team culture that is open, collaborative, entrepreneurial, and passionate—while still having fun.

This position is hybrid only (two days in-office, three days virtual).

FIS is seeking an experienced Product Support Representative to support Digital One Commercial corporate clients on our Online Banking platform, including Mobile Banking, Bill Payment, Wire/ACH Payments, and related digital solutions.

You will support FIS Digital One Commercial clients via phone, email, and the Client Portal. You will troubleshoot complex issues and recommend resolutions using research and data-driven investigation. You'll manage multiple priorities while serving as a subject matter expert across multiple FIS products.

• Provide in-depth research and resolve client inquiries and service requests.
• Research and recreate client-reported issues; identify and document application and system interactions that support business processes.
• Provide excellent customer service by updating client inquiries via telephone, case update, and email in a timely manner.
• Apply strong communication and product expertise to resolve day-to-day client issues and support operational activities.
• Document issues and resolutions to support product quality, continuous improvement, and ongoing product development.

What you bring:

• 5+ years of banking and/or treasury management experience.
• Online Banking experience.
• Strong analytical skills, including experience with Power BI.
• Strong organizational and time-management skills.
• Self-starter with a proven ability to work independently.
• Highly proficient with computers and a variety of applications; comfortable supporting customers.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting skills.

Bonus if you have:

• FIS core application experience.
• Online Banking and/or Mobile Banking support experience.
• Familiarity with AI-enabled productivity tools. (Planner, Loop)
• Strong knowledge of PostgreSQL and databases; experience with Jira, ServiceNow, xMatters, New Relic and AWS.

What we offer you:

• Competitive salary and benefits.
• A work environment built on collaboration, flexibility, and respect.
• Varied and challenging work to help you grow your skillset.
• A multifaceted role with a varied degree of responsibility and a broad spectrum of opportunities.
• Training across core financial applications and other FIS solutions.