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Job Description: Client Services Technical Services Analyst
Summary: Under moderate supervision, provides product support to customers using telephone and internet channels. Using product knowledge, provides world class customer service to Fiserv DNA clients in order to achieve complete client satisfaction while maintaining client reference ability.
Essential Functions:
• Provide advanced troubleshooting of various DNA applications or related interfaces.
• Accurately assesses the client's product issues or problems. Asks the client thoughtful and detailed questions and carefully listens to the user's response to fully comprehend the need, product issue and quickly and accurately resolve the client's need.
• Research client's problems and issues to increase personal knowledge of Fiserv DNA products. Must keep skill set up to date on new products and releases by reading and researching advancements in Fiserv DNA products.
• May be required to go on-site to work directly with clients. Must possess exceptional communication skills and be able to effectively communicate technical issues into general terms.
• Perform advanced research and testing in order to analyze issues/defects and complete required documentation in order to escalate cases to the Fiserv DNA Development team.
Minimum Qualifications:
• Associates Degree or equivalent experience.
• Minimum of five years of experience in the information technology field. Preferably in the Banking or Credit Union industry.
• Ability to work extended hours when needed. After hours beeper duty, late shift hours and extended weekly working hours are required as part of a rotating shift.
Knowledge and Skills:
• Must possess world class customer service skills and be willing to go above and beyond client expectations.
• Proven history of exceptional teamwork and interpersonal skills.
• Ability to work on complex technical issues.
• General knowledge of the Banking/Credit Union Industry preferred.
• Prior use of Fiserv DNA products a plus.
• Expected to document processes and be prepared to cross train co-workers and provide training sessions to clients.
• Ability to install, configure and troubleshoot client/server software applications.
• Ability to configure and troubleshoot the following items a plus:
o Nexus Printing Interface
o Microsoft .NET framework
o Internet Information Servicer
o Various Microsoft Server platforms
o Advanced PC configuration/troubleshooting.
o Network Configuration/Troubleshooting
o Network/Local printing device configuration
o Cash Dispenser Configuration
o Oracle Database Knowledge
o SQL Programming Language (Read, Create and Execute scripts)
• Perform other tasks as assigned.
Working Conditions:
• Must read and follow policies and procedures as outlined in the Client Services Essentials document.
• Typical office setting or option to work remotely depending on skills and qualifications.
• Able to work holidays, weekends, late nights, or extended hours as business needs dictate.
• May require occasional overnight or extended travel.
• Option to work remotely depending on skills and qualifications.
