Technical Support Representative

You will be part of the Application Support team dedicated to FIS Wealth BPaaS clients. The team ensures smooth operations, timely issue resolution, and strong client relationships to deliver exceptional service.

What You Will Be Doing

• Act as the first point of contact for client-reported issues via JIRA.
• Perform Helpdesk Client Service tasks, including:
  • Issue Management, Notification, Resolution, and Escalation
  • First-level triage for customer support/escalation
• Review and validate issue details submitted in JIRA; reject incomplete submissions lacking screen prints or traces.
• Ensure timely resolution of client issues with proper follow-up and turnaround.
• Keep GPD and GPS systems updated with accurate status and progress.
• Monitor and manage emails received 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 as part of first-line triage when necessary.
• Participate in maintenance upgrades and release activities.
• Meet agreed SLAs for all client products.
• Manage client expectations and foster partnerships to identify additional business opportunities.
• Develop familiarity with client products and collaborate with client service teams to understand needs.
• Adapt to changing priorities and take on tasks beyond day-to-day responsibilities.
• Communicate effectively across all levels of the organization.

What You Bring

• Hands-on experience in Helpdesk Client Service tasks: Issue Management, Notification, Resolution, and Escalation.
• Strong operational background and excellent 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.

Skills & Competencies

• Strong written and verbal communication skills.
• Ability to multitask, stay organized, and prioritize effectively.
• Problem-solving skills to resolve complex client issues.
• Ability to collaborate with onshore counterparts for issue resolution.
• Organized approach to manage priorities based on client and internal requirements.
• Self-starter who can work independently and as part of a global team.