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.
About the team
This role is focused on providing a high level of customer support for the Prophet application, as part of the FIS Corporate Liquidity & Insurance team. Prophet is an end-to-end software solution for Actuarial Modeling and Insurance Risk Management and covers a suite of applications designed to handle the needs of small and enterprise-scale clients alike. From model development through to results production and the automation of production workflows, Prophet is the global leader in actuarial software, used each day by hundreds of insurance organizations across the globe. This role will provide customers with functional and technical expertise to assist with the use of the Prophet application and ensuring a high-quality user experience.
What you will be doing
This role provides customer support in the Prophet application support team.
The primary responsibilities of the role will be:
- Managing the incoming application queries & incidents via an inbound ticketing system.
- Assessing, diagnosing, and troubleshooting these tickets.
- Providing a positive customer experience by leveraging available resources to take the right actions for clients.
Successful candidates will likely have an interest in IT and/or software systems, especially with quantitative applications. They should also possess strong communication skills, analytical ability, and enjoy working with others to collectively solve problems! Training on the Prophet suite of applications will be provided.
You will:
Support – help clients resolve problems related to the Prophet application and other associated applications related to Prophet. Types of activities include:
- Solve complex issues – some numerate, some technical, some code/scripting related
- Provide effective and practical solutions to customers
- Assist with software licensing assistance
- Guidance in how to improve the user experience of Prophet and other associated applications
- Identify application modeling issues & work through resolving them or reporting them to the development team in detail
- Effectively communicate with clients via the ticketing system and as needed/requested via an online conferencing tool such as Microsoft Teams or Webex.
Develop – providing support to the product managers as part of the product development lifecycle, including:
- Running model test packs, assisting with software UAT and feedback
Interact – FIS teams are internationally based, and candidates will be part of an international team focused on delivering high-quality solutions and support to customers based worldwide.
- Work with other Prophet teams to achieve team objectives and ensure high quality customer satisfaction
- This position requires close working with onsite technical & actuarial consultants, other geographically dispersed support staff and clients.
Document – Contribute to service desk online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
Report – Create and analyze service desk reports to identify problems and areas for improvement and quality control
What you bring:
- Strong problem-solving expertise in either a software support or other technical role
- Actuarial degree or at minimum 1 actuarial exam completed/sitting
- Have a basic knowledge on administrating Windows Server environments, such as managing files, storage, and file structures.
- Have experience with working with Microsoft Excel.
- Be a self-starter with the ability to work effectively with minimum supervision.
- Strong sense of ownership and focus on delivering top-quality results to clients and internal teams.
- Fluency in English with strong oral and written communication skills.
Added bonus if you have:
- Understanding of SQL, XML, Windows PowerShell
- Experience with Prophet or other actuarial modeling software
What we offer you:
- A work environment built on collaboration, flexibility and respect
- Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home etc.)
- Varied and challenging work to help you grow your technical skillset
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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.