Client Support Analyst II
IT, Customer Service
United States · Georgia, USA · Columbus, OH, USA · Columbus, GA, USA · Riverfront, Wilmington, NC, USA
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Job Description
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.
Job Specific Schedule:
This is a shift position. You will be required to work 12 hour shifts from 6am–6am EST (0600-1800) Wednesday, Thursday, & Friday and 1 Saturday per month. Days will rotate throughout the year to include a Sunday, Monday, & Tuesday schedule instead of Wednesday, Thursday, & Friday. The schedule changes every 4 months with the next change starting in September 2026.
You will need to be available to start Monday-Friday 8am -5pm ET during this initial month of training.
Job Specific Responsibilities
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.
What Part Will You Play?
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.
What Are We Looking For in This Role?
Minimum Qualifications
High School Diploma or Equivalent
Typically Minimum 2+ Years Relevant Exp
Help desk; POS Terminal experience
Preferred Qualifications
Bachelor's Degree
Computer science or technical field
Typically Minimum 2+ Years Relevant Exp
Previous Helpdesk or Customer Service Exp
What we offer you:
A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits
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.
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