Banking Tech Support Analyst I (Level 1 Fintech)

FIS Global; Philippines; Hybrid; PHP 350,000 - 500,000; Full time

Benefits offered by this job

Flexible work environment

Professional development resources

Volunteer opportunities

Competitive salary

Job summary

FIS Global is seeking a Level 1 technical support specialist to handle banking and financial services platform issues in a high-volume, SLA-driven environment.

You will log, investigate, and resolve cases end-to-end, escalating when needed while maintaining strong client communication and documentation practices. This role supports a hybrid work arrangement with potential nights and weekends.

Qualifications

• Prior experience in banking, financial services, fintech, or payments support roles.
• Strong case/ticket handling discipline.
• Experience working with SLAs, queues, and aging cases.
• Clear written and verbal communication skills for client-facing interactions.
• Ability to document actions clearly and accurately.
• Willingness to work in shift-based, hybrid environments including nights/weekends/on-call.

Responsibilities

• Receive, log, categorize, and prioritize cases or tickets based on impact, urgency, and SLA.
• Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.
• Escalate issues following defined escalation paths and timelines.
• Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.

Skills

Banking/fintech support

Case/ticket handling

SLA management

Written/verbal communication

Documentation skills

Shift/hybrid flexibility

Job description

FIS Global is seeking a Level 1 technical support specialist to handle banking and financial services platform issues in a high-volume, SLA-driven environment.

You will log, investigate, and resolve cases end-to-end, escalating when needed while maintaining strong client communication and documentation practices. This role supports a hybrid work arrangement with potential nights and weekends.