Software Support Associate II

Position Type :

Type Of Hire :

Job Description

GENERAL DUTIES & RESPONSIBILITIES

• Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hotline technical support.
• Responds to customer service inquiries regarding company products, features and/or services.
• Researches, documents and communicates recurring technical issues.
• Facilitates and coordinates Returned Material Authorization (RMA) as necessary.
• Will provide multiple levels of escalated support based on the complexity of the technical issue.

FIS JOB LEVEL DESCRIPTION
Developing level support role. Will refer problems of an unusual, unsolvable nature to technical engineers. Delivers service at a high standard while knowing when to escalate and where to go for information. Equipped with knowledge of the business, tools and process, he/she troubleshoots advanced technical issues and systems. Applies company policies and principles to answer and educate more complex inquiries and solve problems related to transaction processing and advanced technical call types.

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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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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