Job ref no.: CT3119337-01#3215

Product Support Representative

FIS Global

Working as an integral member of the FIS Insurance Client Services teams, the Service Desk Analyst will be the initial point of contact for our customers who are seeking technical and functional support with the Prophet suite of applications, which is the FIS Insurance solution for Risk Management.

The Service Desk Analyst will be responsible for assessing and analysing the nature of each customer query and working with the wider team to provide appropriate technical solutions. FIS Insurance (formerly SunGard iWorks) Prophet has a worldwide base of over 950 life insurance, banking and other financial services customers who depend on Prophet for their business-critical actuarial calculations. Prophet consists of a suite of software solutions which provide actuarial modelling functionality for use in the life, general, health and pensions lines of business. The FIS Insurance team provides application support, product development and consulting services to Prophet customers worldwide.


What you will be doing:

  • Supporting clients in resolving application issues related to the Prophet suite of products and other FIS Insurance products
  • Problem solving and assessment of actuarial and technical support cases
  • Diagnosis and resolution of tier-1 cases with the expectation to grow to handle tier-2 cases
  • Provide basic installation and licensing support to customers
  • Working with clients to help them get the most out of Prophet and other associated applications
  • Recommend customer training or consulting support where required
  • Make infrastructure recommendations to clients most suited to their modelling and needs
  • Contribute to the service desk online knowledge base of solutions and online support documentation
  • Work with other teams to meet service level agreements and customer satisfaction targets
  • Maintain regular and clear communication with the client throughout the support lifecycle regarding case status and information
  • Maintain close working relationships with second line support team, onsite technical and actuarial consultants, other geographically dispersed support staff and the actuarial and system development teams based globally (but most in the UK).


What you bring:

  • 3-years + experience in a technical role in a software/technology environment such as desktop support, technical customer service.
  • Ideally, degree educated with a focus on technology, computer science, mathematics; actuarial science or actuarial knowledge is a plus – but not essential.
  • Customer service, team focus, and communication are key elements of the role.
  • Fluency in verbal and written both Chinese and English to the professional level is advantageous as you will be focused in managing Chinese customer base, and depends on caseload this may extend to worldwide support. You will also be required to provide some translation between FIS Support Team and Chinese customer base.
  • Knowledge of basic IT environments, hardware, and technology (servers, networks, virtualization and cloud).
  • Experience with Microsoft desktop and/or Server technologies.
  • Strong problem solving and diagnostic skills
  • Working knowledge of diagnostic utilities (desirable)
  • Familiarity with the fundamental principles of ITIL a plus (desirable, not essential)
  • Knowledge or experience of working with insurance or with actuarial software, processes, and methods (desirable)

System training will be provided

With a 50-year history rooted in the financial services industry, FIS? is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500R Index.


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 FIS Online Privacy Notice.


FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here and here

For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability

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