Fis
Product Technical Support Technician III
US FL JAX 347 · Mid · Full-time
Sponsorship not specifiedDetected 11 days ago
CRMCustomer SupportCommunicationProblem SolvingCritical Thinking
About the role
- Responds promptly to customer inquiries, providing accurate and helpful information.
- Hybrid Schedule: Monday - Friday 9:00 am to 6:00 pm.
- The team works closely with internal product, development, and operations teams to investigate issues, communicate updates, and ensure clients receive effective solutions.
Responsibilities
- Provide frontline support for client questions, issues, and service requests.
- Coordinate with internal teams to investigate issues and drive resolution.
- Deliver guidance, training, and best practices to help clients successfully use the Integrated Payables platform.
- We champion diversity to deliver the best products and solutions for our colleagues, clients and communities.
- Works collaboratively with other support team members to share knowledge and address challenges.
- 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.
- 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.
Requirements
- Ability to communicate clearly, professionally, and empathetically with clients
- Ability to identify root causes, inve stigate issues, and provide effective solutions
- 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
- Customer Service & Communication
- Strong verbal and written communication skills
- Problem Solving & Troubleshooting
- Critical thinking skills to navigate complex payment and platform related issues
- T echnical 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
Nice to 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
- 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.
- Recruitment at FIS works primarily on a direct sourcing model
Compensation
- Competitive salary and benefits
Benefits
- 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?
Company info
- What you will be doing:
- In this role, you will be responsible for:
- Troubleshoot and resolve platform-related incidents while meeting service level commitments.
- Communicate status updates, root causes, and solutions to clients in a timely manner.
- What you bring:
- Travel percentage for this role: 0%
- Added Bonus if you have:
This listing is sourced directly from Fis's careers page and normalized into a canonical job model.