Addresses technical inquiries, resolves issues, and contributes to the success of our products to build positive relationships with customers, understand their unique needs, and contribute to overall customer satisfaction. Collaborates with the senior support team to address more complex technical challenges. Works closely with the support team to share knowledge, address challenges, and contribute to a collaborative team environment.

What You Will Be Doing

Monitor support queues to ensure urgent tickets are identified and addressed promptly.
Respond to customer inquiries and resolve support issues, including financial calculations, market transaction processing, file interface automation, and data reconciliation.
Investigate alerts such as missing client files or processing issues and drive resolution.
Provide in‑depth product support by researching issues and applying established templates and procedures.
Facilitate user training sessions as needed.
Communicate incidents clearly and follow the FIS incident management process.
Coordinate with internal and external teams, including development, infrastructure, and other technical partners.
Escalate complex technical issues to subject matter experts and track resolution.
Document customer interactions and recurring issues to support product quality and development initiatives.
Participate in a rotating Sunday validation schedule (first weekend of the month) and occasional evening coverage.
Perform other related duties as assigned.

What You Will Need

Strong analytical, organizational, and time‑management skills.
Ability to work independently while collaborating effectively with cross‑functional teams.
Excellent verbal and written communication skills.
Strong problem‑solving skills and attention to detail.
Comfort working in a queue‑based support environment.
Experience following structured processes and templates.
Fintech or financial services experience required.
Knowledge of FIS products is a plus.

Education Requirement:

Bachelor’s degree in FinTech, Finance, Information Systems, or a related field, or currently completing degree requirements. Or a combination of experience.

What We Offer You

Opportunities to innovate in fintech.
Tools and resources for personal and professional growth.
An inclusive and diverse work environment.
Resources to invest in your community.
Competitive salary and comprehensive benefits package.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

#pridepass

Apply now

See more open positions at Railz

Privacy policy Cookie policy