Analyst I, Product Technical Support

FIS Global•Jacksonville, FL

About The Position

Assists customers with technical inquiries, resolving issues, and ensuring a positive user experience with our cutting-edge products. Works collaboratively with other support team members to share knowledge and address challenges. Responds promptly to customer inquiries, providing accurate and helpful information.

Requirements

Strong customer service and client‑facing communication skills.
Ability to explain facts, policies, and basic product functionality clearly and professionally.
Comfort working in a ticket‑based support environment.
Ability to follow defined procedures while learning new systems and processes.
Strong attention to detail and organizational skills.
Ability to manage multiple tasks in a structured, fast‑paced environment.
Willingness to learn technical systems and grow within a product support role.

Nice To Haves

Financial services or banking experience preferred, but not required.

Responsibilities

Respond to customer inquiries using a ticketing system, prioritizing issues based on urgency.
Assist customers with account updates such as address changes and personal information changes.
Resolve basic product issues and perform password resets.
Investigate and assist with payment failures and routine transaction issues.
Provide accurate and timely responses through email, with phone follow‑up when needed.
Monitor a support phone line and participate in scheduled client calls throughout the day.
Document customer interactions and resolutions clearly within the ticketing system.
Collaborate with team members to share knowledge and ensure consistent support.
Follow established procedures, policies, and escalation paths.
Perform other related duties as assigned.