Product Technical Support Analyst

Position Type: Full time

Type of Hire: Experienced (relevant combo of work and education)

Education Desired: High School Diploma

About the Team

The Client Services team serves as the primary point of contact between the company and its clients, ensuring a seamless customer experience throughout the client lifecycle. The team is responsible for onboarding new customers, resolving service inquiries, providing product support, and coordinating with internal departments to address client needs. By building strong relationships and delivering timely solutions, the Client Services team helps drive customer satisfaction, retention, and long‑term business growth. Their deep understanding of both financial services and technology enables them to guide clients in maximizing the value of the organization’s products and services.

About the Role

As the primary point of contact, deliver high levels of service and relationship management for assigned institutional outsourcing clients in support of TrustDesk business objectives.

What You Will Be Doing

• Oversee daily activity of assigned outsourcing relationships.
• Solve complex problems through research and/or communications with other departments.
• Support personnel at client institutions in day‑to‑day routines and financial processing.
• Provide quality service levels, perform daily servicing activities ensuring timeliness and accuracy.
• Monitor day‑to‑day activity of clients, work with operations staff to deliver consistently high levels of service, and take responsibility and ownership over resolution of all client service‑related issues.
• Coordinate with internal teams to support client relationships and ensure efficient service delivery.

What You Will Need

• Experience with TrustDesk Trust Accounting System is preferable.
• 3‑5 years of recent experience in trust, securities or operations.
• Client‑facing and servicing experience with excellent interpersonal skills to build high levels of customer satisfaction.
• Ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and the public.
• Professional and calm demeanor to handle difficult clients.
• Solid organizational, leadership, decision‑making and problem‑solving skills.
• Resourceful and proactive in gathering information and sharing ideas.
• Proficiency in Microsoft Office software and basic knowledge of internal systems.

Added Bonus

• Knowledge of FIS products and services.
• Some flexibility of hours is preferred.

What We Offer You

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.