Technical Support Representative (Banking Domain preferred)

Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
Bachelor of Commerce/Business

Application Support Representative (Banking Domain preferred)

Pune

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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.

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 competitive salary and benefits
• 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.