Product Technical Support Technician I

FIS Global Solutions Philippines; Manila; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Innovative fintech

Growth tools

Career growth

Diversity & inclusion

Community investment

Job summary

FIS Global Solutions Philippines is hiring a Technician I, Product Technical Support. You will provide technical and customer support for our online regulatory and compliance learning solutions, troubleshoot issues, and document incidents.

This entry-level role requires strong communication, problem-solving, and a willingness to learn. The role operates in a hybrid setting with night shifts aligned to Pacific Time and occasional on-call duties.

Qualifications

• High school diploma, GED, or equivalent qualification.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly.
• Good troubleshooting, problem-solving, and critical-thinking skills.

Responsibilities

• Provide technical support and troubleshoot user access, application, desktop, and connectivity issues.
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
• Respond to customer inquiries through phone and email while providing clear and professional assistance.
• Document, track, prioritize, and escalated incidents through the appropriate support and ticketing processes.
• Perform basic installations, configurations, upgrades, backups, and other technical maintenance activities.
• Communicate technical information clearly to both technical and non-technical users.
• Recommends solutions including new acquisitions and upgrades.

Skills

Communication skills

Problem-solving

Customer service

Reliability

Willingness to learn

US business hours

Education

High school diploma or GED

Tools

Ticketing systems

Job description

Every transaction tells a story. Every innovation creates new possibilities. At FIS, we build the technology that helps businesses and communities thrive. Join us and be part of a team that embraces curiosity, values diverse perspectives and turns ideas into action.

Role location: Hybrid (three days in-office, two days virtual) Shift: Night Shift, aligned with 8:00 AM to 5:00 PM Pacific Time

About the role

As a Technician I, Product Technical Support, you will provide technical and customer support for our online regulatory and compliance learning solutions. You will troubleshoot user issues, respond to inquiries, document incidents, and help ensure problems are resolved in a timely manner. This is an entry-level opportunity for someone with strong communication, problem-solving skills, and an interest in technology and customer support.

Your key responsibilities

• Provide technical support and troubleshoot user access, application, desktop, and connectivity issues.
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
• Respond to customer inquiries through phone and email while providing clear and professional assistance.
• Document, track, prioritize, and escalated incidents through the appropriate support and ticketing processes.
• Perform basic installations, configurations, upgrades, backups, and other technical maintenance activities.
• Communicate technical information clearly to both technical and non-technical users.
• Recommends solutions including new acquisitions and upgrades.

What you bring

Required qualifications

• High school diploma, GED, or equivalent qualification.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly.
• Good troubleshooting, problem-solving, and critical-thinking skills.
• Ability to provide excellent customer service, ask effective questions, and understand customer concerns.
• Reliability, willingness to learn new technologies, and ability to work U.S. business hours as required.

Preferred qualifications

• Previous experience in customer service, customer support, help desk, or technical support.
• Familiarity with basic desktop, application, network, or user-access troubleshooting.
• Experience using ticketing or incident-management systems.

The impact you’ll make

You will support a team that provides online regulatory and compliance training to financial institutions. As a Technician I, Product Technical Support, you will help users access the learning solutions they need while resolving technical issues efficiently and delivering a positive support experience.

What we offer you

At FIS, you can learn, grow and make an impact in your career.

At FIS, you'll have the opportunity to grow your career, contribute your ideas, and help create technology that powers the global economy.

Our benefits include

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Internal career growth opportunities
• Inclusive and diverse work environment
• Resources to invest in your community

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

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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