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Analyst I, Product Technical Support

FIS Global Jacksonville, FL

Jacksonville, FL

Today

Full time Application Support Client Support Customer Support

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Job Description

As a Product Technical Support Analyst I, you provide frontline technical assistance for customers using the Integrated Payables platform. In this hybrid role based in Jacksonville, you troubleshoot platform-related incidents, coordinate with internal teams to resolve issues, and keep clients informed with clear status updates, root causes, and solutions.

Responsibilities

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 timely status updates, including root causes and solutions, to clients.
Deliver guidance, training, and best practices that help clients use the Integrated Payables platform effectively.

Requirements

Ability to communicate clearly, professionally, and empathetically with clients.
Strong verbal and written communication skills.
Ability to identify root causes, investigate issues, and provide effective solutions.
Critical thinking skills to handle complex payment and platform-related issues.
Understanding of file processing, payment workflows, and system integrations is beneficial.
Ability to learn and navigate payment platforms and support-related tools.
Minimum 1-3 years of customer support, help desk, or client services experience.
Experience using CRM or ticket management systems required.

Tools and Technologies

CRM
Ticket management systems
GIACT
Early Warning Services (EWS)
LexisNexis
Socure

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.

Work Schedule and Logistics

Work hours: 9:00 AM - 6:00 PM, Monday - Friday
Overtime: No
Weekend work: Rarely
Travel requirement: 0%
Work arrangement: Hybrid
Onsite schedule: Tuesdays, Wednesdays, and Thursdays

Education

High School Diploma, GED, or equivalent required

Benefits

A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits

Position Details

Position type: Full Time
Location: Jacksonville Headquarters, Jacksonville, FL
Work location: Jacksonville, FL (hybrid)

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