Analyst Senior, Product Technical Support
Role Overview
As a Product Technical Support Analyst Senior, you will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams. You will drive issues from initial assessment through resolution while delivering a high-quality customer experience. This role combines advanced troubleshooting, stakeholder communication, and continuous process improvement.
Your Key Responsibilities:
Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
Troubleshoot advanced product and technical issues, performing root cause analysis and coordinating escalations when needed.
Communicate status, resolutions, and recommendations to customers and internal stakeholders.
Meet service level commitments while identifying opportunities to improve support processes and operational efficiency.
Create and maintain knowledge articles, documentation, and support resources.
Key Skills for This Role
Full Job Posting
About the Role:
As a Product Technical Support Analyst Senior, you will resolve complex product and technical issues, manage escalated support cases, and serve as a trusted resource for customers and internal teams. You will drive issues from initial assessment through resolution while delivering a high-quality customer experience. This role combines advanced troubleshooting, stakeholder communication, and continuous process improvement.
Your Key Responsibilities:
Manage complex incidents and service requests through full resolution, ensuring timely and effective outcomes.
Troubleshoot advanced product and technical issues, performing root cause analysis and coordinating escalations when needed.
Communicate status, resolutions, and recommendations to customers and internal stakeholders.
Meet service level commitments while identifying opportunities to improve support processes and operational efficiency.
Create and maintain knowledge articles, documentation, and support resources.
What You Bring:
- Required Qualifications
- Experience supporting enterprise software, technology products, or business applications.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience managing complex customer issues and escalations in a service-oriented environment.
- Excellent written and verbal communication skills with the ability to collaborate across teams.
- Experience documenting solutions, building knowledge resources, and driving process improvements.
- Preferred Qualifications
- Experience with incident management, problem management, or service delivery best practices.
- Experience leading projects, operational initiatives, or cross-functional efforts.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
- The Impact You'll Make:
- As a Product Technical Support Analyst Senior, you will play a key role in delivering exceptional customer support and operational excellence. You will work closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. Your expertise and insights will help drive continuous improvement across support operations and contribute to the success of our customers and business.
- At FIS, your career journey is yours to shape. We provide the tools, experiences and support to help you reach what's next.
- Here’s what else we offer:
- Opportunities to make an impact in fintech
- Internal career growth opportunities
- Personal and professional learning
- Inclusive, diverse work environment
- Resources to give back to your community
Qualifications
- Experience supporting enterprise software, technology products, or business applications.
- Strong troubleshooting, analytical, and problem-solving skills.
- Experience managing complex customer issues and escalations in a service-oriented environment.
- Excellent written and verbal communication skills with the ability to collaborate across teams.
- Experience documenting solutions, building knowledge resources, and driving process improvements.
Preferred Qualifications
- Experience with incident management, problem management, or service delivery best practices.
- Experience leading projects, operational initiatives, or cross-functional efforts.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
- As a Product Technical Support Analyst Senior, you will play a key role in delivering exceptional customer support and operational excellence. You will work closely with product, technology, and service teams to resolve complex issues, improve service quality, and enhance the customer experience. Your expertise and insights will help drive continuous improvement across support operations and contribute to the success of our customers and business.
- At FIS, your career journey is yours to shape. We provide the tools, experiences and support to help you reach what's next.
- Opportunities to make an impact in fintech
- Internal career growth opportunities
- Personal and professional learning
- Inclusive, diverse work environment
- Resources to give back to your community
About Fis
Global leader in financial technology and payment processing services.
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