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Technical Support Representative II

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FIS

10d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You must have over 3 years in IT Helpdesk/5 years in Technical Support, excellent communication skills, customer service experience, and be willing to work hybrid and shifting schedules.
  • You will track and resolve client incidents, manage tickets, analyze problems, maintain security, communicate effectively, and monitor fraud patterns while ensuring timely resolutions.

Requirements

  • Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City or IT Park, Cebu City
  • Must be willing to work on shifting schedules
  • Candidates with no Service Desk experience but with TSR experiences and good communication skills are welcome to apply.
  • Risk and/or Fraud Analyst experiences is a plus
  • Nice to have skills/tools/experience: Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, Incident and Request management covering password reset, user administration
  • At least more than 3 years of experience in IT Helpdesk or more than 5 years experience in Technical Support role
  • Non-Bachelor's Degree holders and College Undergraduates with relevant experience are welcome to apply
  • Ability to work both independently and in a team environment
  • Use of Incident/Service request tooling, ServiceNow preferable but not essential
  • Excellent customer service skills that build high levels of customer satisfaction
  • Good oral and written communication skills in English including documentation writing.
  • Educated to at least GCSE English Grade A-C.
  • Experience in MS Office and using basic software applications.
  • Experienced in 1st line support with previous exposure to a call logging system is preferred
  • Knowledge of the card payments industry preferred
  • Transaction Processing and Banking
  • Triage skills

Responsibilities

  • Track and update tickets to the clients SLA’s and internal OLA’s
  • Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
  • Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
  • Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
  • Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
  • Asks probing questions to gather relevant information on routine and complex calls.
  • Uses effective listening skills to develop understanding of client questions or issues.
  • Maintains passwords, data integrity and file system security for a variety of applications
  • Communicates highly technical information to both technical and nontechnical personnel.
  • Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
  • Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
  • First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.
  • Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.
  • Carry out system checks and fraud monitoring, notify support teams of problems.
  • Improve or maintain existing procedures within our ServiceNow knowledge base.
  • Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
  • Identify fraud patterns through the monitoring of high-risk clients
  • Contribute to the creation of fraud rules by providing analytical data to support decisions
  • Accurately document all actions taken on a case
  • Responsible for maintaining knowledge of fraud situation in the industry

FAQs

What is the position type for the Technical Support Representative II role?

The position type is full-time.

What type of candidates are we looking for?

We are looking for experienced candidates with a relevant combination of work and education.

What is the minimum education requirement for this position?

The minimum education requirement is a General Equivalency Diploma.

Is travel required for this position?

No, there is a 0% travel percentage associated with this position.

Are candidates without Service Desk experience eligible to apply?

Yes, candidates without Service Desk experience but with Technical Support Representative experience and good communication skills are welcome to apply.

What specific experience is preferred for this role?

Experience as a Risk and/or Fraud Analyst is considered a plus.

What tools or skills are nice to have for candidates applying?

Nice to have skills include experience with Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, and Incident and Request management.

How many years of experience in IT Helpdesk or Technical Support is required?

At least more than 3 years of experience in IT Helpdesk or more than 5 years of experience in a Technical Support role is required.

Are non-Bachelor's Degree holders encouraged to apply?

Yes, non-Bachelor's Degree holders and college undergraduates with relevant experience are welcome to apply.

What kind of schedule will the candidates need to work?

Candidates must be willing to work on shifting schedules.

What are the primary responsibilities of this role?

Primary responsibilities include tracking and updating tickets, analyzing and resolving incidents, troubleshooting client/vendor issues, and maintaining passwords and data integrity.

Is there a specific communication skill requirement for this position?

Yes, excellent oral and written communication skills in English, including documentation writing, are required.

What kind of training or development opportunities does FIS provide?

FIS offers a variety of career development tools, resources, and opportunities.

What does FIS value in its workplace environment?

FIS champions inclusion and diversity, particularly supporting women in technology.

How does FIS handle recruitment?

FIS primarily works on a direct sourcing model, and does not accept resumes from recruitment agencies not on their preferred supplier list.

What is the work setup for this position?

The work setup is hybrid, requiring candidates to be onsite twice a week. The office locations are at Ecoplaza Building, Makati City, or IT Park, Cebu City.

Finance
Industry
5001-10,000
Employees
1968
Founded Year

Mission & Purpose

FIS is at the heart of the commerce and financial transactions that power the world’s economy. We are passionate about helping businesses and communities thrive by advancing the way the world pays, banks and invests, serving more than 20,000 clients and more than one million merchant locations in over 130 countries.