Job Description
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 team
Product Support Representative II
Looking for Tier 2 representative for the TBS platform who are technically astute and have a strong foundational understanding of the TBS credit card processing platform. Looking for support individuals who enjoy empowering and assisting Tier 1 representatives and clients with the knowledge to do things for themselves in the future, not just fixing things for them. Being an A+ listener and communicator with the ability to filter feedback and be the voice of the client. Someone eager to spend your days communicating with clients via ticketing system, phone and email. Someone comfortable with being uncomfortable and figuring things out on the fly. We're looking for driven and goal-oriented people who will be challenged to stay focused as well as collaborate with your teammates and teams outside of Client Care so we can do what's right for our clients.
What you will be doing

• We need you to help maintain TBS credit support queues, working a high volume of tickets that require detailed information and research.
• Thoroughly reading support tickets, asking for details when needed to troubleshoot issues by independently researching and/or collaborating with teammates and other internal groups to provide an accurate and time effective resolution for our clients.
• Maintaining quality ticket notes, ensuring the proper priority is assigned to each ticket and meeting Service Level Agreements (SLA's)
• Work closely with your team and manager to find areas of improvement within our support model including writing and publishing documentation that will assist others with processes and procedures.
• Other duties as assigned

What you bring:

• Previous customer service and technical background
• Ability to effectively collaborate with teammates and internal teams to advocate for our clients
• Skilled in effectively communicating with clients via verbal and written communication
• Strong multi-tasking abilities
• Positive attitude
• Ability to show empathy and have high energy

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Vaccination Requirements
All employees must be fully vaccinated against COVID-19 on or before December 31, 2021. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
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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