Service Delivery Analyst II

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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

• Represents the Operations team working back-office and serving as primary contact for inbound customer set up and maintenance requests.
• Uploads client’s information in internal or external platforms and ensures accurate entry of customers information. Updates client’s information in the system according to the commercial teams’ requests.
• Provides support to internal customers by phone, email, or instant message.
• Engages with third parties / external partners via email to request information, set up and/or maintain clients’ accounts details.
• 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 them.
• For more technical product-related issues, escalates to proper Product Support department.
• Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Processes a high volume of internal customers inquiries of products and services and resolves a targeted percentage of those inquiries.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• Other related duties assigned as needed.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Advanced level of verbal and written communication skills in English.
• Excellent analytical skills.
• Detail oriented.
• 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.
• Knowledge in Data visualization and management skills is a plus

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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