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FIS Company

Client Support Specialist - Entry / Intermediate level

FIS Company - Jersey City, NJ

Job ID: JR27071FIS is seeking a full-time Client Service Support Specialist to provide support and training to existing and new clients of the MarketMap Real-time solution suite (Terminal, Select Feed and Web Components). This role may require on-site client visits as well as support via telephone/WebEx as part of the MarketMap US Helpdesk. This position also includes a few project management tasks to facilitate and track client data feed integration projects and small client infrastructure projects.This position may be for you if...You are self-motivated, can \think on your feet,\ have the ability to work with and communicate effectively with a variety of people/groups, have some of the technical skills and background outlined below and a real passion for continual learning to keep pace with the changing technical landscape, customer needs, and the evolution of our solutions.Key responsibilities include:
Customer Training and Relationship
Conduct training sessions for MarketMap Terminal Users (by phone/WebEx or on-site if required)
Assist clients with the development of market data applications using the MarketMap Select Feed APIs
Provide on-going, personal support for major accounts

Answer calls to helpdesk during US hours (on a rotation schedule with other team members)
Trouble ticket processing (initial qualification and issue handling, liaising with 2nd level support groups, issue escalation)
Deal with client requests regarding product functionality, data content, data fees, etc. and answer / provide solutions if possible; otherwise raise with product team

Market Data Feed / Select Feed API Support
Initial investigation on reported API / data feed issues (recreation of issue, if possible apply corrective actions, otherwise escalation to 2nd and 3rd level support groups)
Project Management of data feed implementation projects with clients (tracking of open items)

Sales Support
Assist the Sales team with data coverage checks, RFPs/RFIs, Setup of Trials, Training sessions, Client Meetings if required
Collaboration with the global 2nd and 3rd level support teams
Escalation of critical service issues to the Operations team
Tracking of product issues with the Development, Data Management and Product Management teams
Project Management for implementation of local infrastructure at client sites (liaising with Client Implementations and Operations teams)
Collaboration with Pre-Sales teams and Product Specialists in NYC

Knowledge and Experience requirements:
1-4 years of related work experience
Experience working with internal and/or external customers/clients
Bachelor's degree in Computer Science or equivalent experience
Technical skills (working with databases, servers, etc.) is a plus
Strong written and verbal communication skills
Knowledge or exposure of equity markets is a plus
We are an Equal Opportunity Employer and do not discriminate againstany employee or applicant for employment because of race, color, sex,age, national origin, religion, sexual orientation, gender identity,status as a veteran, and basis of disability or any other federal, state or local protected class.

15 days 7 hours ago

FIS Company


Client Support Specialist - Entry / Intermediate level FIS Company - Jersey City, NJ, United States


Location: Jersey City, NJ

Company Profile:
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 110 countries. Headquartered in Jacksonville, Fla., FIS employs more than 37,000 people worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.