Client Support Analyst I

Position Type :

Type Of Hire :

Job Description

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 6pm-6am EST (1800-0600) Sunday, Monday, & Tuesday and 1 Saturday per month. Days will rotate throughout the year to include a Wednesday, Thursday, & Friday schedule instead of Sunday, Monday, & Tuesday. The schedule changes every 4 months with the next change starting in May 2026.

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?

Minimum Qualifications

• High School Diploma or Equivalent

• Typically Minimum 0-1 Years Relevant Exp

• Help desk; POS Terminal experience

Preferred Qualifications

• Bachelor's Degree

• Computer science or technical field

• Typically Minimum 1-2 Years Relevant Exp

• Previous Helpdesk or Customer Service Exp

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

• Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution

• Problem Solving Skills - Must be able resolve merchant issues or coordinate issue resolution

• Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution

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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