Product Technical Support Analyst Lead

About the role

FIS is looking for a Product Technical Support Analyst lead within its Client Experience (CX) team in Tunis. The CX team delivers high-quality service to clients while deepening understanding of fixed income securities, optimising client experience by handling client issues and improving operations. You will build relationships with Tier-1 banks and brokers to support their clients' trading activity, and gain exposure to a wide range of the financial industry and in-depth knowledge of exchange technologies and markets.

Key responsibilities

• Handle customer inquiries and resolve support issues such as address changes, order processing, warranties, and billing and payment.
• Provide in-depth product support and research client issues.
• Troubleshoot problems with equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.

Required profile

• Broad knowledge of financial markets, especially fixed income securities.
• Excellent customer service skills that build high levels of satisfaction for internal and external clients.
• Proactive approach to remedying client issues in a timely way.
• Excellent verbal and written communication with technical and non-technical audiences at all levels.
• Willingness to share technical and industry knowledge with colleagues.
• Strong decision-making and problem-solving, resourceful and proactive in gathering information.
• Able to work independently and in a team.

Required skills

• Basic IT knowledge: operating systems, network devices, software development and architecture.

What we offer

• Opportunities to innovate in fintech.
• Tools for personal and professional growth.
• An inclusive and diverse work environment.
• Resources to invest in your community.
• Competitive salary and benefits.