Director, Technical Support

4 days ago

Jacksonville, United States FIS Global Full time

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**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.

**About the team**:
We are Payrix - a modern platform that provides Payments Facilitation (PayFac) as a service with a full suite of payments and risk management services built for vertical Saas companies. With Payrix, Saas providers can embed payments and financial services in their native experience and add a new revenue stream in a few weeks. We have a strong product-market fit and a clear moat that has resulted in an exponential growth of 100% year over year, and we expect the trend to continue.

We are a part of Worldpay, who invented payment facilitation enabling technology companies to provide integrated payment solutions, significantly expanding access to modern payment methods to SMBs and rejuvenating the end-user experience.

**This specific team within Payrix**:

- Supports software companies (partners) with their payments offering. The Partner Support team serves as tier 2 and tier 3 level support for software company merchants (the software company supports first level).
- Supports internal teams with regard to partner needs in way of transaction research, reports and product use.

**What you will be doing**:

- Lead all members of the partner support team to provide an excellent customer experience.
- Manage ticket queues, assignments, and dashboards to ensure tickets are addressed within the specified time frame.
- Ensure documentation and training are current for all products and services the team will support.
- Interact directly with partners to address any needs.
- Set and manage staffing plans to stay ahead of business needs.

**What you will need**:

- Technical leadership in a software environment
- Strong customer service experience / demeanor
- Understanding of payments ecosystem
- Experience utilizing APIs.

**Added Bonus if you have**:

- Payments support
- Jira or Postman experience

**What we offer you**:
A career at Worldpay is more than just a job. It’s the change to shape the future of fintech. At Worldpay, we offer you:

- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $145,900.00 - $245,120.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.
**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.

**EEOC Statement**

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

**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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