Technical Support Representative (Banking Domain preferred)

As an Application Support Representative at FIS, you will be an essential part of the team dedicated to FIS Wealth BPaaS clients. In this role, you will play a crucial role in ensuring smooth operations, timely issue resolution, and maintaining strong client relationships to deliver exceptional service. **Role Overview:** You will act as the first point of contact for client-reported issues via JIRA and perform various Helpdesk Client Service tasks. Your responsibilities will include issue management, notification, resolution, and escalation. You will be responsible for reviewing and validating issue details submitted in JIRA, ensuring timely resolution of client issues, and keeping systems updated with accurate progress. Additionally, you will analyze and triage issues, collaborate with different FIS teams, and participate in client calls as needed. **Key Responsibilities:** - Act as the initial contact for client-reported issues via JIRA - Perform Helpdesk Client Service tasks including issue management, notification, resolution, and escalation - Review and validate issue details in JIRA, ensuring timely resolution with proper follow-up - Monitor and manage emails in the team mailbox - Analyze and triage issues, route them to appropriate FIS teams for resolution - Build and maintain JIRA dashboards for metrics and reporting - Join or lead client calls for first-line triage - Participate in maintenance upgrades and release activities - Meet agreed SLAs for all client products - Manage client expectations and identify additional business opportunities - Develop familiarity with client products and collaborate with client service teams - Adapt to changing priorities and take on additional tasks beyond daily responsibilities - Communicate effectively across all levels of the organization **Qualifications Required:** - Hands-on experience in Helpdesk Client Service tasks - Strong operational background and customer relationship management skills - Extensive knowledge of FI applications - Familiarity with SNOW tool and Banking Solutions domain (preferred) - Knowledge of financial industry processes - Flexibility to work in rotational shifts, including US hours At FIS, you will have the opportunity to work in a dynamic environment where you can continuously enhance your skills and knowledge. We offer a competitive salary, benefits, and various career development tools to support your growth. Join us at FIS and be a part of a team that values collaboration, innovation, and professional growth.,