CUSTOMER SERVICE ASSOCIATE I-BUSINESS

Position Type.
Full time Type Of Hire.
Experienced (relevant combo of work and education) Education Desired.
General Equivalency Diploma Travel Percentage.
5 - 10% Are you ready to unleash your full potential?   We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.
GENERAL DUTIES & RESPONSIBILITIES • Provides customer support to internal customers email, instant message or phone.
Serves as primary contact for inbound internal customer issues.
Escalates more technical product-related issues to proper Product Support department.
• Processes a high volume of internal customers inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
When identifying issues in the system / platforms, creates tickets to the proper department or vendor and follows them up until the resolution.
Tracks and reports the evolution of all tickets, on weekly basis.
• Troubleshoots internal customers problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource.
Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Uploads clients information in the system and ensures accurate entry of customers information.
Updates clients information in the system according to the commercial teams requests.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced associates.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS High school diploma or GED Experienced (relevant combo of work and education) GENERAL KNOWLEDGE, SKILLS & ABILITIES • Excellent analytical skills.
• Advanced level of verbal and written communication skills in English • Computer navigation and operation skills • Demonstrates effective people skills and sensitivities when dealing with others • Ability to work both independently and in a team environment.
What we offer you A competitive salary and benefits A variety of career development tools, resources and opportunities The chance to work on some of the most challenging, relevant issues in the payment industry Time to support charities and give back in your community 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.
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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