Product Support Representative

As a Product Support Representative at FIS, you will be part of a dedicated team responsible for managing user access to various systems and applications while ensuring compliance with security policies. Your role will involve providing support coverage over weekends to FIS clients, working in rotational shifts, and collaborating with internal stakeholders such as Functional Product Support teams, Technical Support teams, and Development teams. **Role Overview:** You will be the first point of contact for all client requests raised over weekends from Friday evening IST to Monday morning IST. Your responsibilities will include monitoring queues for support requests, responding within SLAs, registering phone conversations in the ticketing tool, resolving access-related tickets, and contributing to the Service Desk knowledge base. **Key Responsibilities:** - Monitor queue for Functional/Technical Support Requests using FIS Ticketing Tools - Send first response within SLAs and customize responses based on ticket severity - Engage in bridge calls for Severity 1 issues and provide regular updates to clients - Resolve access-related tickets (e.g., password reset, User or User Group creation/amendment/deletion) - Contribute to Service Desk knowledge base and maintain procedural documentation - Perform Alert/Batch monitoring tasks as per agreed SOPs and resolve alerts **Qualifications Required:** - Must have 4-6 years of experience in Service Desk, Product Support, or Production Support - Experience working in 24x7 support teams and willingness to work in rotating shifts and night shifts - Excellent oral and written communication skills with basic knowledge of IT environments - Experience with multiple Ticketing Tools and strong problem-solving capability - Bachelors Degree in Science/Computers/Engineering or equivalent with relevant experience - ITIL v3 Foundation or higher (Desirable) At FIS, you can expect a modern work environment, career development opportunities, support for charitable activities, and a range of benefits to support your wellbeing. Join a collaborative and respectful work environment where you can grow both professionally and personally. FIS is committed to protecting personal information and operates on a direct sourcing model for recruitment, prioritizing a global team mindset and customer service excellence.,