✦ Luna Orbit — IT Support & Helpdesk

Analyst Lead, Product Technical Support

at Worldpay, Inc.

📍 Clearwater, FL Onsite Posted March 26, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years Not specified
Education High School Diploma or equivalent
Category IT Support & Helpdesk

About this role

This role provides frontline technical support for fintech products, focusing on troubleshooting, incident management, and client communication to ensure service stability.

Key Responsibilities

  • Manage ticket queue and prioritize issues
  • Perform initial investigation and troubleshooting
  • Communicate with clients and escalate issues
  • Maintain ticket hygiene and documentation
  • Support SLA and incident reporting

Technical Overview

Supports FIS Lending products, manages tickets, collaborates with cross-functional teams, and maintains SLA and documentation standards.

Ideal Candidate

The ideal candidate is a mid-level IT support professional with strong troubleshooting and client communication skills, experienced in ticketing systems and incident management, ready to work on-site in Clearwater, FL.

Must-Have Skills

Ticket hygieneTroubleshootingClient communicationIncident escalationDocumentation

Nice-to-Have Skills

ITILServiceNowSLA managementHybrid work experience

Tools & Platforms

Ticketing systemServiceNow

Required Skills

Ticketing systemsTroubleshootingClient communicationIncident managementSLA managementDocumentationEscalation procedures

Hard Skills

Ticketing systemsTroubleshootingClient communicationIncident managementSLA managementDocumentationEscalation procedures

Soft Skills

CommunicationProblem-solvingTeam collaborationTime managementCustomer service

Certifications

Preferred

ITIL

Industry & Role

Industry Fintech
Job Function Provide technical support and incident management for financial technology products
Role Subtype Help Desk L1

Clearance & Visa

Clearance Required None
Visa Sponsorship No

Keywords for Your Resume

Help DeskIT supportticketing systemtroubleshootingclient communicationincident managementSLAdocumentationescalationcustomer servicehybridon-siteticket hygieneproblem-solvingteam collaborationITILServiceNowhelp deskit supportsla

Deal Breakers

Lack of experience with ticketing systems, No customer service background, Unwillingness to work on-site

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