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Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

What will you do

Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of consumer inquiries about FIS products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn an appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of the job, such as quality standards, adherence to schedule, and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
• Other related duties assigned as needed.

Primary Skill

Knowledge of the company’s products, services, and business operations to enable the resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment.

What we offer you

• A competitive salary with attractive benefits, including private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities

A work environment built on collaboration and respect.

EDUCATION REQUIREMENTS

High school diploma or GED

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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