Internal Support Specialist

| Cincinnati, OH
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Job Description
The Company
We lift economies and communities by advancing the way the world pays, banks and invests. In the time you've taken to read this one sentence, our platforms have processed over 8,000 transactions and this number grows daily.
FIS stays ahead of how the world is evolving to power businesses, across merchants, banking and capital markets, to outpace today's fast-changing competitive landscape and help our clients run, grow and achieve more for their business.
We want all our people to bring their very best self into work, and that means balancing priorities and passions, at work and at home. We create teams without barriers, fostering creativity and innovation - behaviors that we value in everything we do.
Join us now to realize your own future growth and success.
The Opportunity
FIScontinues to grow rapidly, which demands we be at the ready to answer and resolve all inquiries and issues our partners and clients may face. By offering excellent customer service, we can build a relationship of trust and assurance in whatFIS provides to customers--and often, turn them into advocates. To that end, a knowledgeable team with all the answers is vital to our continued growth.
The Senior Technical Support Specialist is a critical component in delivering supreme support and service to our clients and partners. He/she will be an early point of contact for many customers and will prove to be a valuable resource whether it's answering and resolving issues or knowing the right department to send a customer with more complex queries.
The Day-to-Day
Responsibilities:
Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hotline technical support.
Responds to customer service inquiries regarding company products, features and/or services.
Researches, documents and communicates recurring technical issues.
Facilitates and coordinates Returned Material Authorization (RMA) as necessary.
Will provide multiple levels of escalated support based on the complexity of the technical issue.
Can apply advanced principles to answer and educate the most complex inquiries and solve problems related to transaction processing and technical inquiries from high-profile clients and/or all call types.
Qualifications:
Specialized expert with systems, including hardware and software, products, services and processes.
Advanced knowledge base acquired from previous experience.
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Colleagues may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.
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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More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
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