Product Technical Support Technician I

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 escalate 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 bringRequired 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.