About Company
FIS Global (Fidelity National Information Services) is a leading global provider of financial technology solutions. We are dedicated to empowering the financial world, from established institutions to innovative startups, by delivering mission-critical technology that helps them power through change and focus on what matters most: their customers. With a presence in over 100 countries and a robust team of talented individuals, FIS is at the forefront of driving innovation in payments, banking, capital markets, and wealth and retirement. Our Lake Mary office serves as a crucial hub for our operations, fostering a collaborative environment where bright minds come together to solve complex challenges and shape the future of finance. Join a company that values integrity, innovation, and client success above all else.
Job Description
Are you a problem-solver with a passion for helping people? Do you thrive in a dynamic environment where your communication skills and technical aptitude can make a real difference? FIS Global is seeking a dedicated and enthusiastic Customer Relations Officer to join our Support Desk team in Lake Mary, FL. In this pivotal role, you will be the first point of contact for our valued clients, providing exceptional support and guidance across our suite of innovative financial technology products and services.
This isn’t just a call center role; it’s an opportunity to build meaningful relationships, empower clients, and contribute directly to their success and satisfaction. You will be responsible for understanding customer inquiries, diagnosing technical issues, and providing timely and accurate solutions. From troubleshooting software functionalities to guiding users through complex processes, your expertise will be essential in ensuring a seamless experience for our clients. We believe in fostering a supportive team environment where continuous learning is encouraged, and your professional growth is a priority. If you’re looking for a role where you can utilize your customer service talents, expand your technical knowledge, and be part of a global leader in FinTech, we encourage you to apply. We’re looking for someone who is not only adept at resolving issues but also proactive in identifying ways to improve the customer experience and contribute to our knowledge base. Join FIS and help us deliver the superior service that defines our brand.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing professional and timely assistance.
- Diagnose, troubleshoot, and resolve technical issues related to FIS products and services, escalating complex problems to specialized teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system to ensure comprehensive record-keeping and knowledge sharing.
- Educate customers on product features, functionalities, and best practices to maximize their utilization and satisfaction.
- Maintain a high level of customer satisfaction by consistently delivering exceptional service and fostering positive relationships.
- Collaborate with internal departments, including product development and engineering, to address customer feedback and contribute to product improvements.
- Adhere to established service level agreements (SLAs) and operational procedures to ensure consistent service delivery.
- Proactively identify trends in customer inquiries and suggest improvements to support processes or product documentation.
- Participate in ongoing training and development to stay current with product updates and industry best practices.
Required Skills
- Minimum of 2 years of experience in a customer service or technical support role, preferably in a corporate environment.
- Exceptional verbal and written communication skills with the ability to explain technical information clearly and concisely.
- Proven problem-solving abilities and a strong analytical mindset to diagnose and resolve complex issues.
- Proficiency in using CRM software and other customer support tools.
- Strong active listening skills and empathy to understand customer needs and concerns.
- Ability to multi-task, prioritize, and manage time effectively in a fast-paced setting.
- A strong customer-centric approach and a commitment to delivering outstanding service.
- Basic technical aptitude with the ability to quickly learn new software and systems.
Preferred Qualifications
- Bachelor's degree in Business, Information Technology, or a related field.
- Experience within the financial services or financial technology (FinTech) industry.
- Familiarity with FIS Global products and services.
- Experience with ITIL frameworks or similar service management methodologies.
- Bilingual or multilingual abilities are a plus.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision insurance plans.
- 401(k) Retirement Savings Plan with generous company match.
- Paid Time Off (PTO) and company-paid holidays.
- Opportunities for professional development and career advancement.
- Tuition reimbursement program for continuing education.
- Employee Assistance Program (EAP) for personal and professional support.
- Wellness programs and resources to support a healthy lifestyle.
- Employee discount programs.
How to Apply
Ready to make an impact and join a global leader in financial technology? We invite you to bring your customer relations expertise to FIS Global. Please submit your application by clicking the link below. We look forward to reviewing your qualifications and learning more about how you can contribute to our dynamic team in Lake Mary, FL.