Technical Support Representative II

Position Type :

Type Of Hire :

Education Desired :

Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

As a Technical Support Representative, you will provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

Please note: This is a full-time hybrid position requiring onsite presence in one of our posted locations. Onsite days depend on location.

Current and future sponsorship are not available for this position

About the team:

The EBT State Support Team is made up of 6 members who receive, review, analyze, escalate and resolve issues reported by clients. Support representatives are required to maintain high client satisfaction levels across internal and external clients.

What you will be doing:

In this role, you will be responsible for:

• Serve as the first point of contact for clients reporting system issues via multiple channels
• Laise between clients and FIS technical teams, obtain and communicate updates on issues to clients.
• Monitor and manage issues within corporate systems
• Manage client escalations
• Responsible for attaining Support OKRs set by FIS Management

What you bring:

• Associate degree in information systems, computer science or five years of experience in a technical role requiring interfacing with clients
• Client communication skills
• Ability to troubleshoot technical issues
• Ability to operate well under pressure
• Required work hours: 2nd shift (Noon CST to 8:00 PM CST)
• Overtime required: Yes
• Weekends required: Yes (on a rotation basis)
• Travel percentage for this role: 0%

Added Bonus if you have:

• Prior experience working in EBT support roles or within EBT programs/projects
• Card/POS industry experience
• Client relationship management skills

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

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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