Product Support Representative

As a Product Support Representative at FIS, you will play a crucial role in managing user access to various systems and applications, ensuring compliance with security policies, and supporting the overall security posture of the organization. You will be part of a dedicated and detail-oriented team responsible for providing support coverage to FIS clients over weekends in rotational shifts. Your main responsibilities will include: - Monitoring the queue for Functional/Technical Support Requests using FIS Ticketing Tools - Sending first responses within SLAs and customizing responses based on ticket severity - Receiving phone calls and registering conversations in the ticketing tool - Engaging in bridge calls with clients for Severity 1 issues and providing regular updates - Resolving access-related tickets such as password resets and user/group creation/deletion - Documenting procedures and policies in the Service Desk knowledge base - Performing Alert/Batch monitoring tasks as per agreed SOPs To be successful in this role, you should have: - 4-6 years of experience in Service Desk, Product Support, or Production Support environment - Experience working in 24x7 support teams and flexible to work in rotating shifts, including weekends and night shifts - Excellent oral and written communication skills - Basic knowledge of IT environments, hardware, and technology - Experience with multiple Ticketing Tools and good problem-solving capabilities Qualifications: - Bachelor's Degree in Science/Computers/Engineering or equivalent with relevant experience - ITIL v3 Foundation or higher (Desirable) Key Competencies: - Fluent in English - Self-starter with a team mindset - Strong customer service focus and ability to work effectively with minimum supervision At FIS, you will have the opportunity to work in a modern, international environment with a motivated team and access to various career development resources. We offer a range of benefits designed to support your lifestyle and wellbeing, along with professional education and personal development opportunities. Join us in a collaborative, flexible, and respectful work environment where you can make a difference and grow your career.,