Client Services Analyst I - Onboarding & Support

FIS; Georgia; On-site; USD 45,000 - 65,000; Full time

Job summary

FIS is a global leader in fintech solutions, seeking an Analyst I, Client Services to deliver first-level client support, document issues, and manage tickets across cross-functional teams to ensure timely assistance and a positive service experience.

The role supports onboarding, product adoption, and ongoing client satisfaction through effective communication and problem resolution, handling inquiries via phone, email, and support portals to help maintain service quality.

Qualifications

• Strong verbal and written communication with ability to support clients and collaborate across teams.
• Ability to quickly learn and apply company policies, procedures, products, and support processes.
• Demonstrated organizational skills with attention to detail when documenting, tracking, and managing client requests.
• Analytical problem-solving skills with ability to coordinate issue resolution through appropriate resources.
• Ability to follow established procedures, exercise sound judgment within defined guidelines, and work under close supervision.
• High School diploma or equivalent.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Two or more years of experience in client support, technical support, help desk, or customer service environments.
• Familiarity with ticketing systems, client issue management, and technical troubleshooting.

Responsibilities

• Receive and document client inquiries through phone, email, and support portals, gathering information to assess issues and business impact.
• Create and track support tickets, coordinate escalations, and engage appropriate teams to achieve timely issue resolution.
• Provide first-level technical support for routine client requests, including account access and password assistance.
• Monitor client-facing applications and systems, communicating potential service disruptions or delivery concerns to clients.
• Support system validation activities during scheduled maintenance and outages to help ensure service availability and performance.

Skills

Verbal & written comms

Policy & process learning

Organizational skills

Analytical problem-solving

Procedures compliance

Education

High School diploma or equivalent

Bachelor’s degree in Computer Science / Information Technology or related

Job description

FIS is a global leader in fintech solutions, seeking an Analyst I, Client Services to deliver first-level client support, document issues, and manage tickets across cross-functional teams to ensure timely assistance and a positive service experience.

The role supports onboarding, product adoption, and ongoing client satisfaction through effective communication and problem resolution, handling inquiries via phone, email, and support portals to help maintain service quality.