Job Description
_$1,500 SIGN ON BONUS _
GENERAL DUTIES & RESPONSIBILITIES • Provides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department. • Processes a high volume of customer inquiries of FIS products and services and resolves a targeted percentage of those inquiries. • Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems. • When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge. • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. • Updates customer information and ensures accurate entry of contact information. • Meets standards of job, such as quality standards, adherence to schedule and average handle time. • May provide guidance and/or mentoring to less experienced associates. • Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED GENERAL KNOWLEDGE, SKILLS & ABILITIES • Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries • Excellent customer service skills that build high levels of customer satisfaction • Excellent verbal and written communication skills • Computer navigation and operation skills • Demonstrates effective people skills and sensitivities when dealing with others • Ability to work both independently and in a team environment FIS JOB LEVEL DESCRIPTION Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic customer service inquires about FIS’ products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires up to one year experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
VACCINATION REQUIREMENTS
All employees must be fully vaccinated against COVID-19 on or before December 31, 2021. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement. Please acknowledge that you understand the policy and would like to proceed below.
Company Description
FIS is a leading provider of technology solutions for merchants, banks and capital markets firms globally. Our employees are dedicated to advancing the way the world pays, banks and invests by applying our scale, deep expertise and data-driven insights. We help our clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers. Headquartered in Jacksonville, Florida, FIS ranks #241 on the 2021 Fortune 500 and is a member of Standard & Poor's 500® Index. We never lose sight that FIS succeeds only when our clients succeed. This drives our commitment to thought leadership, operational excellence and innovation that champions our clients’ business and keeps them competitive in today’s dynamic and challenging industry environment. We help our clients transform disruption into opportunity, giving them the tools needed to thrive not just today, but in tomorrow’s financial world.