Banking Tech Support Specialist (L1) - Frontline & SLA

FIS Global Solutions Philippines; Manila; Hybrid; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Flexible and creative work environment

Diverse and collaborative atmosphere

Professional and personal development

Volunteer opportunities

Competitive salary and benefits

Job summary

FIS Global Solutions Philippines in Manila seeks a Level 1 Technical Support Analyst to be the first contact for banking and financial services platform issues. You will log, investigate, and resolve cases with SLA-driven processes to protect client experience and operational stability.

The role emphasizes clear communication, meticulous documentation, and willingness to work in shift-based hybrid arrangements, including nights or weekends as needed, within a regulated, client-facing environment.

Qualifications

• Prior experience in banking, financial services, fintech, or payments support roles.
• Strong case/ticket handling discipline and familiarity with SLAs.
• Excellent written and verbal communication skills for client-facing interactions.
• Ability to document actions clearly and accurately.
• Willingness to work in shift-based operations, hybrid setup including nights/weekends.

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 paths and timelines.
• Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.

Skills

Banking/fintech support

Case management

Communication (written and verbal)

Documentation skills

Hybrid work readiness

Job description

FIS Global Solutions Philippines in Manila seeks a Level 1 Technical Support Analyst to be the first contact for banking and financial services platform issues. You will log, investigate, and resolve cases with SLA-driven processes to protect client experience and operational stability.

The role emphasizes clear communication, meticulous documentation, and willingness to work in shift-based hybrid arrangements, including nights or weekends as needed, within a regulated, client-facing environment.