Product Support Representative

FIS Global•Jacksonville, FL

5d•Hybrid

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. This is a full-time position with a required hybrid schedule, Monday - Friday 11:00 am to 8:00 pm, with onsite work on Tuesdays, Wednesdays & Thursdays at Jacksonville Headquarters.

Requirements

Ability to communicate clearly, professionally, and empathetically with clients
Strong verbal and written communication skills
Ability to identify root causes, investigate issues, and provide effective solutions
Critical thinking skills to navigate complex payment and platform related issues
Understanding of file processing, payment workflows and system integrations are beneficial
Ability to learn and navigate payment platforms and support related tools
Minimum of 1-3 years of customer support, help desk, or client services experience
Experience using CRM or ticket management systems required

Nice To Haves

Experience in fintech, payments, account payable automation or banking operations
Experience supporting enterprise clients and managing escalations

Responsibilities

Provide frontline support for client questions, issues, and service requests.
Troubleshoot and resolve platform-related incidents while meeting service level commitments.
Coordinate with internal teams to investigate issues and drive resolution.
Communicate status updates, root causes, and solutions to clients in a timely manner.
Deliver guidance, training, and best practices to help clients successfully use the BillerIQ platform.