About the role
To 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.
This is a shift position. You will be required to work 12 hour shifts from 11pm–11am 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 May 2026.
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?
Preferred Qualifications
Bachelor's Degree
Computer science or technical field
Typically Minimum 2 Years Relevant Experience
Previous Helpdesk or Customer Service Experience
What Are Our Desired Skills and Capabilities?
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
Problem Solving Skills - Must be able to help coordinate issue resolution through engagement of appropriate support teams
What we offer you
Private Medical Insurance
Life Assurance and Critical Illness Cover
26 days’ annual leave (increasing with service)
Cycle to Work scheme
Retail discounts
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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