Product Technical Support Analyst I

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:  

Assists customers with technical inquiries, resolving issues, and ensuring a positive user experience with our cutting-edge products. Works collaboratively with other support team members to share knowledge and address challenges. Responds promptly to customer inquiries, providing accurate and helpful information. 

This is a full time onsite, hybrid position required Onsite Tuesdays, Wednesdays & Thursdays   347 Riverside Ave Jacksonville, FL 32202

Hybrid Schedule: Monday - Friday 9:00 am to 6:00 pm. No weekends

Onsite Tuesdays, Wednesdays & Thursdays  

About the team:  

The Integrated Payables Client Support team serves as the primary point of contact for clients, providing timely assistance with platform questions, issue resolution, and service requests. The team works closely with internal product, development, and operations teams to investigate issues, communicate updates, and ensure clients receive effective solutions. In addition to reactive support, the team focuses on client success by providing guidance, training resources, and proactive recommendations to help clients maximize the value of the Integrated Payables platform. 

What you will be doing:  

In this role, you will be responsible for: 

• Provide frontline support for client questions, issues, and service requests.  

• Troubleshoot and resolve platform-related incidents while meeting service level commitments.  

• Coordinate with internal teams to investigate issues and drive resolution.  

• Communicate status updates, root causes, and solutions to clients in a timely manner.  

• Deliver guidance, training, and best practices to help clients successfully use the Integrated Payables platform. 

What you bring:  

Customer Service & Communication 

• Ability to communicate clearly, professionally, and empathetically with clients 

• Strong verbal and written communication skills 

• Problem Solving & Troubleshooting 

• Ability to identify root causes, investigate issues, and provide effective solutions 

• Critical thinking skills to navigate complex payment and platform related issues 

• Technical Aptitude 

• Understanding of file processing, payment workflows and system integrations are beneficial 

• Ability to learn and navigate payment platforms and support related tools 

• Minimum of 1-3 years of customer support, help desk, or client services experience 

• Experience using CRM or ticket management systems required 

• Required work hours:  9:00 am – 6:00 pm Monday - Friday 

• Overtime required: No 

• Weekends required:  Rarely 

• Travel percentage for this role: 0% 

Added Bonus if you have:  

• Experience in fraud prevention 

  Experience with ACH payments, vendor onboarding, account verification, or financial risk management.  

  Familiarity with fraud detection tools such as GIACT, Early Warning Services (EWS), LexisNexis, Socure, or similar platforms.

• Experience in fintech, payments, account payable automation or banking operations 

• Experience supporting enterprise clients and managing escalations 

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 

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