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Position DescriptionWhat does a great Client Tech Support Rep do?As a Client Tech Support Rep, you will work in a dynamic, professional customer service environment supporting “leading edge” products. You will respond to customer inquiries, research solutions and solve problems for our clients within our DNA core platform, but will also assist with other Fiserv products as they integrate within the technical area of the DNA Core. In this role, you should consider yourself an extension of the client’s team and have their goals and objectives at the forefront of every interaction.In this role, you will gain hands-on experience working as part of a world-class financial services technology company. You will help Fiserv clients fully leverage our best in class technology while using your technical expertise to identify opportunities for technology enhancements and process improvement.This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!Essential Job Responsibilities :
You will provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship
Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately
You will meet high expectations around aggressive case resolution goals
Log, track and handle all incoming calls and cases professionally. You will maintain current notes, provide timely and accurate resolution of client issues and ensure client satisfaction at every interaction
Provide detailed analysis of issues received from clients and be able to utilize SQL to analyze client data
You will stage test scenarios in test environments, recreating and documenting each step as reported by client
Communicate progress and any potential problems to manager for awareness and/or resolution
You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team
Provide superior support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups
You will follow internal processes and procedures in order to streamline the case handling process
You will perform other duties as assignedThe 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.
Minimum Qualifications :
High School Diploma or equivalent, Bachelor's degree preferred
2+ years’ experience in financial industry field preferred. Preferably in the Banking or the Credit Union industry.
Job Related Experience :
API call/Log reviews & troubleshooting
DNAConnect experience & plan setup and configuration - Preferred
Integration with Fiserv & third-party vendors
tMagic configuration – Preferred
Microsoft Server Suite & IIS Functionality
Wireshark, Fiddler & other troubleshooting tools
Must be able to make decisions and solve problems that are general in nature and for which there are precedents
Past experience in an analytical and customer facing role.
Proficient PC skills, Microsoft Office application experience & Microsoft SQL Server experience
Strong problem-solving, communication and interpersonal skills
Dedication to quality and high-level customer satisfaction
Excellent follow-up skills and attention to detail
Ability to deal with time constraints, emotional situations and conflict
Ability to work well independently and within a team
Previous experience with DNA and/or other Fiserv experiences preferred
Travel Required :
Travel only as needed on limited scale
Work Environment:
Remote
Who We Are:In this role you will be aligned with our Open Solutions division which offers multi-charter solutions to banking and credit union clients in a shared services model. Its flagship product, the DNA™ platform, is a real-time, open technology account processing solution for financial institutions seeking a modern technology architecture and looking to benefit from the power of data and integration.In a world moving faster than ever before, Fiserv helps clients deliver solutions in step with the way people live and work today – financial services at the speed of life. With 24,000 associates, we help more than 12,000 clients worldwide create and deliver solutions to enable today's consumer to move and manage money with ease, speed and convenience. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.
