Technical Support Representative II

FIS

2d•Hybrid

About The Position

As a Technical Support Representative, you will provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment. Please note: This is a full-time hybrid position requiring onsite presence in one of our posted locations. Onsite days depend on location. Current and future sponsorship are not available for this position The EBT State Support Team is made up of 6 members who receive, review, analyze, escalate and resolve issues reported by clients. Support representatives are required to maintain high client satisfaction levels across internal and external clients.

Requirements

Associate degree in information systems, computer science or five years of experience in a technical role requiring interfacing with clients
Client communication skills
Ability to troubleshoot technical issues
Ability to operate well under pressure
Required work hours: 2nd shift (Noon CST to 8:00 PM CST)
Overtime required: Yes
Weekends required: Yes (on a rotation basis)
Travel percentage for this role: 0%

Nice To Haves

Prior experience working in EBT support roles or within EBT programs/projects
Card/POS industry experience
Client relationship management skills

Responsibilities

Serve as the first point of contact for clients reporting system issues via multiple channels
Laise between clients and FIS technical teams, obtain and communicate updates on issues to clients.
Monitor and manage issues within corporate systems
Manage client escalations
Responsible for attaining Support OKRs set by FIS Management