Client Technical Support Rep, Associate
About the Role
About our Business:
Electronic Payments provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.
As a global leader in financial services technology, Fiserv is driving innovation and changing the way financial services are delivered to businesses and consumers. Our Contact Center provides front-line support for bank and biller clients and their customers who use our bill payment products and card services. Comprehensive, paid training is included. State of the art contact center in a crisp, clean environment!
Fiserv continues to be an award winner within our Industry. Fiserv has been named “World’s Most Admired Companies” for 2013, 2014, 2015, and 2016. In addition, Fiserv has been named a fortune 500 Company again in 2016.
Essential Job Responsibilities
This position will be responsible for providing oversight for the research, definition, writing of specific client requests.
Serves as a contact to direct resources and activities within the Fiserv organization as it relates to Client operational issues, with the objective of driving issue resolution
Applying analytical skills across issues to identify trends
Collaborating with other Fiserv teams / Business Units to research and resolve client issues.
Leverage technical, analytical and problem solving skills and tools to research issues and provide thorough application support.
Proactively identifies opportunities for internal process improvements
/The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities./
High School Diploma for equivalent required
Minimum of 1-2 years client-facing technical support or application support experience
Working understanding of one or more of the following: XML, Webservices, Oracle SQL
Demonstrated experience analyzing complex client issues and tracking to resolution.
Proven ability to utilize multiple sources of information to stay updated on progress of complex issue resolution.
Excellent oral and written communication skills with attention to accuracy detail, Excellent relationship building skills, Ability to diffuse tense client situations or escalations, takes initiative to use references, knowledge bases and troubleshooting techniques with the goal of first contact resolution.
Demonstrated experience in a role responsible for Client Support via phone / email or assigned ticketing process.
Proven ability to perform the following: clarify client issue, initial problem diagnosis, selecting / explaining solutions; expediting correction or adjustment, identify trends and seek resolutions.
Good knowledge of browsers and internet
Proficient in MS Office (PowerPoint, Excel and Word)
Ability to take initiative and drive process changes for improvements
Professional understanding of voicemail email and chat etiquette
Leverage tools to research issues and provide thorough application support.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.