Client Support Analyst II

Requirements

• High School Diploma or Equivalent
• Typically Minimum 2+ Years Relevant Exp
• Help desk; POS Terminal experience
• Bachelor's Degree
• Computer science or technical field
• 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
• Sourcing Model
• #pridepass

Additional Information

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?

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