Product Support Representative III

Job Description

FIS connects consumers to their money through leading-edge payments solutions. We’re the development engine of FIS: the largest, Fortune 500, Fintech company in the world. Our solution is branded by our customers — banks and retailers — so you might not have heard of us. But, if you’ve used a mobile banking app, interacted with an ATM, or used a debit card to complete a financial transaction, you’re most likely using FIS software. Our product is one that touches the average consumer on a regular basis, and makes the financial world go ‘round.
Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company, ranked 392 on the Fortune 500 list and is a member of Standard & Poor’s 500® Index. Named a 2016 “World’s Most Admired Company” by Fortune Magazine.

About the team:

Technician is responsible for providing client support by taking calls, answering email, opening/assigning tickets, answering questions and troubleshooting issues within the ATM Helpdesk. This position serves as a first point of contact for many high-profile FIS ATM clients. Candidate must have the ability to handle multiple priorities in a high-paced environment.

What you will be doing:

• Provide effective technical/client support by using soft skills and troubleshooting skills to resolve client issues and requests. Ability to ask probing questions to gather relevant information on routine and complex calls.
• Responds to customer product inquiries via telephone or in written internet-based email
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Thoroughly document each client interaction the FIS Service Now (SNOW) ticketing system.
• Communicates highly technical information to both technical and nontechnical personnel

What you bring:

• Knowledge of different ATM manufacturers (Diebold, NCR, Hyosung, etc)
• Understanding of basic ATM hardware/software troubleshooting
• Basic understanding of Networking/PC technology
• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
• Ability to work well with people from different disciplines with varying degrees of technical experience
• Excellent team player

Added bonus if you have:

• Knowledge of NCR Vision is a plus
• Banking experience is a plus

What we offer you:

• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Great work spaces with dedicated and motivated colleagues
• A work environment built on collaboration, flexibility and respect
• Varied and challenging work to help you grow your technical skillset

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $55,530.00 - $90,510.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

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