Product Technical Support

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Product Technical Support

The Analyst II, Product Technical Support is a customer-facing role responsible for delivering high-quality functional support to users of the company’s products. This role focuses on helping customers effectively utilize product capabilities, resolving functional issues, and ensuring a consistently high level of customer satisfaction.

Key Responsibilities

2–4 years of hands‑on experience in Product and Technical Supprt

Provide functional product support to customers through phone, email, and chat channels.

Analyze, troubleshoot, and resolve issues related to product functionality and usage.

Escalate complex or unresolved issues to appropriate internal teams and ensure timely follow-up until resolution.

Accurately document all customer interactions, issues, and resolutions in the Customer Relationship Management (CRM) system.

Collaborate closely with cross-functional teams including Product Management, Infrastructure, and Professional Services to identify, track, and resolve product-related issues.

Communicate customer feedback and recurring issues to Product Management to support continuous product improvement and enhanced customer experience.

Participate in ongoing product training and professional development to remain current with product features, updates, and enhancements.

Monitor and respond to customer inquiries and feedback on designated social media platforms, as required.

Support customers across APAC, EMEA, and US regions by working in rotational shifts based on business requirements.

Qualifications

Bachelor’s degree in Finance or a related field is preferred.

Strong written and verbal communication skills, with the ability to effectively engage with international customers.

Excellent analytical and problem-solving abilities.

Ability to work independently while also contributing effectively as part of a collaborative team.

Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.

Prior experience in client or customer support roles is a plus.

Competencies

• Fluent in English
• Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Attention to detail – track record of authoring high-quality documentation
• Organized approach – manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work autonomously and as part of a global team
  
  

What We Offer You

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A variety of career development tools, resources and opportunities
  
  

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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