Analyst I, Product Technical Support

Job Description

Client Support Representative I - Integrated Payables

About Us

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?

Position Type

Full Time

Work Location

Jacksonville Headquarters, Jacksonville, FL

Work Arrangement

Hybrid

Work Schedule

• Monday - Friday, 9:00 AM - 6:00 PM
• Onsite Tuesdays, Wednesdays & Thursdays

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.

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.

Key Responsibilities

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.

Required Qualifications

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 is beneficial.
• Ability to learn and navigate payment platforms and support-related tools.

Experience

• Minimum 1-3 years of customer support, help desk, or client services experience.
• Experience using CRM or ticket management systems required.

Education Requirement

High School Diploma, GED, or equivalent required.

Additional Job Details

• Required Work Hours: 9:00 AM - 6:00 PM, Monday - Friday
• Overtime Required: No
• Weekend Work Required: Rarely
• Travel Requirement: 0%

Preferred Qualifications

• 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, accounts 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 chance 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.