Product Technical Support Analyst I

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

Position Type ~ Full time Type

Of Hire ~ Experienced (relevant combo of work and education) Education Desired ~

General Equivalency Diploma Job Description Job Posting Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse.

Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you~ Are you FIS? About

The Role Serve as the first point of contact (Level 1) for technical and operational issues affecting banking and financial services platforms Handle client and internal cases in a high‑volume, SLA‑driven environment with strict accuracy and compliance standards

Own cases end‑to‑end, ensuring issues are logged, investigated, escalated, and resolved properly Act as a critical frontline role in protecting client experience, service continuity, and operational stability About

The Team Part of Client Support Operations team supporting banking and financial services clients Works alongside other Technical Support Analysts, SMEs, and escalation partners)

Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance The team operates in a structured, process‑driven, and compliance‑focused environment About

The Team Part of Client Support Operations team supporting banking and financial services clients Works alongside other Technical Support Analysts, SMEs, and escalation partners)

Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance The team operates in a structured, process‑driven, and compliance‑focused environment What Youwillbe Doing

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 appropriately following defined escalation paths and timelines

Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle What You

Will Need Prior experience in banking, financial services, fintech, or payments support roles

Strong understanding of case handling, ticket queues, SLAs, and aging management Excellent written and verbal communication skills, especially for client‑facing interactions High attention to detail and ability to follow processes, controls, and documentation standards

Willingness to work in shift‑based operations, hybrid work set up, including possible nights, weekends, or on‑call support Must Have Skills/tools/experience

Banking or financial services technical or helpdesk experience Strong case/ticket handling discipline Experience working with SLAs, queues, and aging cases

Clear written and verbal communication skills Ability to document actions clearly and accurately Comfort working in regulated, client‑facing environments

Willingness to follow defined processes and escalation paths What We Offer

You At FIS, you can learn, grow and make an impact in your career. Our benefits include~

Flexible and creative work environment Diverse and collaborative atmosphere Professional and personal development resources

Opportunities to volunteer and support charities Competitive salary and benefits 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. 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. #pridepass