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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the 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.
What you will be doing:
- 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, websites, 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.
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What you bring:
Minimum Qualifications
- High School Diploma or Equivalent
- Typically No Relevant Experience Required
Preferred Qualifications
- Bachelor's Degree
- Computer science or technical field
- Typically Minimum 2 Years Relevant Experience
- Previous Helpdesk or Customer Service Experience
Skills / Knowledge
- Acquire and apply job skills and learn company policies and procedures to complete assigned routine tasks.
Job Complexity
- Work on assignments that are routine to semi-routine in nature, requiring limited decisioning outside of stated processes, but recognizes the need for occasional deviation from accepted practice.
- Has little or no role in the decision-making.
Supervision
- Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments.
- Works under close supervision.
Communication Skills
- Excellent communication skills
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Problem Solving Skills
- Must be able to help coordinate issue resolution through engagement of appropriate support teams
What we offer you:
- A competitive salary and a comprehensive range of benefits, including private medical cover, dental cover, and life cover.
- A varied role with a high degree of responsibility and broad opportunities to make an impact.
- A modern, flexible, and international working environment, supported by a dedicated and motivated team.
- A broad range of professional education and personal development opportunities to support your career growth.
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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