Product Support Representative


Product Support Representative – Loan Origination Software (Remote, Melbourne)

Location: Melbourne, Australia (Fully Remote)

Time Type: Full-Time

Job Requisition ID: JR0271657

Accelerate Your Career in Fintech at FIS

FIS is a global fintech leader, empowering our teams to drive innovation in the way the world pays, banks, and invests. We are seeking a talented Product Support Representative to join our team and provide exceptional support for our Loan Origination Software platform.

About the Role:

As a Product Support Representative, you will be the first point of contact for our major Australian banking clients, assisting them with inquiries and resolving issues related to our Loan Origination Software. You will work remotely from Melbourne, primarily during ANZ business hours.

Your Responsibilities:

  • Customer Focus: Handle customer inquiries and resolve a wide range of support issues, including changes, orders, warranties, billing, and payment.
  • Technical Expertise: Troubleshoot software bugs, resolve problems, and work with APIs.
  • Communication: Communicate clearly and effectively with clients via email and phone to provide timely support and issue resolution.
  • Product Knowledge: Develop in-depth product knowledge and research client-specific issues.
  • Troubleshooting: Diagnose and resolve problems with software applications, recommending corrective actions.
  • Documentation: Maintain detailed records of customer interactions and technical issues to support product quality and development.

What You Bring:

  • Banking or Finance Experience: (Preferred)
  • Product Support Experience: Proven experience in a similar role
  • Communication Skills: Excellent written and verbal communication with a focus on customer service.
  • Technical Skills: Experience with SQL databases, APIs, and IIS (Internet Information Services).
  • Problem-Solving: Strong analytical, organizational, and time management skills.
  • Independence: Ability to work independently and proactively.
  • Legal Requirements: Full Australian work rights.

Bonus Points:

  • FIS Product Knowledge: Familiarity with our products.
  • Workflow Experience: Experience with BPMN and CMMN workflow software.
  • Additional Skills: Knowledge of Apache Tomcat, Java, or HTML.

What We Offer You:

  • Impactful Work: Be part of the innovation driving the fintech sector.
  • Inclusive Culture: A company that values diversity and inclusion.
  • Competitive Rewards: A competitive salary, comprehensive benefits package, including medical and personal insurance, and employee shareholding.

Ready to Accelerate Your Career? Apply now and become a part of the FIS team!

Please Note: FIS primarily uses direct sourcing for recruitment. We do not accept unsolicited resumes from recruitment agencies.


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