Technical Support Representative L1 (Banking/Finance)

About the role

• Serve as the first point of contact (Level 1) for technical and operational issues affecting banking and financial services platforms.

• Handle client and internal cases in a high‑volume, SLA‑driven environment with strict accuracy and compliance standards.

• Own cases end‑to‑end, ensuring issues are logged, investigated, escalated, and resolved properly.

• Act as a critical frontline role in protecting client experience, service continuity, and operational stability

About the team

• Part of Client Support Operations team supporting banking and financial services clients.

• Works alongside other Technical Support Analysts, SMEs, and escalation partners).

• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.

• The team operates in a structured, process‑driven, and compliance‑focused environment.
   

About the team

• Part of Client Support Operations team supporting banking and financial services clients.

• Works alongside other Technical Support Analysts, SMEs, and escalation partners).

• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.

• The team operates in a structured, process‑driven, and compliance‑focused environment.

What you will be doing

• Receive, log, categorize, and prioritize cases or tickets based on impact, urgency, and SLA.

• Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.

• Escalate issues appropriately following defined escalation paths and timelines.

• Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.

What you will need

• Prior experience in banking, financial services, fintech, or payments support roles.

• Strong understanding of case handling, ticket queues, SLAs, and aging management.

• Excellent written and verbal communication skills, especially for client‑facing interactions.

• High attention to detail and ability to follow processes, controls, and documentation standards.

• Willingness to work in shift‑based operations, hybrid work set up,  including possible nights, weekends, or on‑call support.

Must have skills/tools/experience

• Banking or financial services technical or helpdesk experience

• Strong case/ticket handling discipline

• Experience working with SLAs, queues, and aging cases

• Clear written and verbal communication skills

• Ability to document actions clearly and accurately

• Comfort working in regulated, client‑facing environments

• Willingness to follow defined processes and escalation paths

What we offer you

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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