Product Technical Support Analyst II

FIS; Orlando (FL); On-site; USD 37,000 - 63,000; Full time

Job summary

FIS is seeking an experienced incident handler to oversee issues from identification through resolution, delivering a holistic client experience. You will gather information via client conversations and leverage self-service tools, updating clients and stakeholders as progress is made.

You will coordinate service desk resources, triage basic incidents, and refer more complex issues to specialists while maintaining SLAs and documenting resolutions to enrich the knowledge base.

Qualifications

• This position requires a combination of advanced education and relevant experience.
• Strong analytical and communication skills, with ability to follow SLAs and document resolutions.

Responsibilities

• Oversee incidents and requests end-to-end from identification to resolution.
• Gather incident information through client conversations and use self-service tools.
• Communicate progress to clients and internal stakeholders with clear updates.
• Coordinate service desk resources and route issues to specialists when needed.
• Adhere to established SLAs and document resolutions for knowledge base updates.

Job description

FIS is seeking an experienced incident handler to oversee issues from identification through resolution, delivering a holistic client experience. You will gather information via client conversations and leverage self-service tools, updating clients and stakeholders as progress is made.

You will coordinate service desk resources, triage basic incidents, and refer more complex issues to specialists while maintaining SLAs and documenting resolutions to enrich the knowledge base.