Analyst Lead, Product Technical Support

FIS Global•Jacksonville, FL

About The Position

Leads the team in providing advanced technical support to customers, handling complex inquiries, and troubleshooting advanced product-related issues. Takes ownership of escalated technical issues, ensuring timely resolution and maintaining a high level of customer satisfaction. Provides insights into product enhancements based on comprehensive customer interactions.

Requirements

Experience supporting financial or treasury management solutions.
Experience working directly with clients to troubleshoot issues and drive resolutions.
Self‑starter mentality with the ability to work independently through support queues.
Leadership experience or demonstrated readiness for a leadership track.
Basic SQL knowledge and comfort working with data to analyze and resolve issues.
Strong analytical, problem‑solving, and decision‑making skills.
Excellent written and verbal communication skills.
Comfortable working with minimal supervision on complex and high‑impact issues.

Responsibilities

Serve as a primary support resource for clients using Treasury Management software.
Build and maintain strong client relationships while acting as a trusted advisor on treasury‑related issues.
Handle complex and escalated client inquiries, taking full ownership through resolution.
Troubleshoot issues related to cash management, foreign exchange, interest rates, and treasury workflows.
Work cross‑functionally with internal teams (product, technology, operations) to identify root causes and implement fixes.
Manage and prioritize work queues independently, ensuring timely responses and resolutions.
Apply data analysis and basic SQL knowledge to investigate issues and validate solutions.
Provide insights and recommendations for product enhancements based on client interactions and recurring issues.
Lead large initiatives or processes related to client support or operational improvement.
Perform other related duties as assigned.