Client Support Analyst II
About The Position
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? Summary of This Role Provide first level support to FIS clients for initial engagement through the documentation and logging of reported issues and questions. Help ensure accurate and timely client assistance to maintain and improve the organization's customer relationships. Interacts with multiple teams to help restore service and/or identify and correct core problems as needed.
Requirements
- High School Diploma or Equivalent
- Typically Minimum 2+ Years Relevant Exp
- Help desk
- POS Terminal experience
Nice To Haves
- Bachelor's Degree
- Computer science or technical field
- Typically Minimum 2+ Years Relevant Exp
- Previous Helpdesk or Customer Service Exp
Responsibilities
- Receive client issues through multiple sources (via phone, email and Client Portal) and assist with gathering and review of the information to help define the problem and determine the ultimate impact.
- Generate tickets as needed for tracking purposes and notify appropriate resource(s) to resolve client issues as needed.
- Assist with providing initial/ basic technical support (e.g., resetting passwords for multiple applications) for external clients.
- Escalate issues requiring more experience and in-depth knowledge.
- Become familiar with company systems/ client operating systems while observing external and internal client meetings.
- Verify systems during and after scheduled outages/ maintenance including screens, web sites, and other company managed data for clients as directed.
- Assist with monitoring of client facing applications and systems and notify clients about potential issues or missed deliverables.
- You will be the first point of contact for all FIS-TSYS Team Member and Client issues.
- You will be responsible for triage, notification and escalation of these issues.
Benefits
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
