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Fiserv Client Technical Support Rep, Associate in Dublin, Ohio

Position Description

What does a great Client Technical Support Rep, Associate do?

As a Client Tech Support Representative, you will work on a team to provide direct support to financial institution customers. You will collaborate with team members to investigate and resolve customer support requests. Activities will include troubleshooting, testing, documentation, communications and relationship management. You will be the voice of the customer the face of Fiserv to our entire customer base. The right person for the job is a professional and passionate about providing excellent client service. You are committed to do whatever is necessary to work as a team member of a Fiserv organization that puts customer support at the top of the priority list. The Client Technical Support Representative will become a domain expert for our bill payment products and card services.

As a Client Tech Support Rep, you can look forward to:

  • You will provide advanced troubleshooting of various E-Payments applications or related interfaces.

  • You will accurately assess the client’s product issues or problems. Ask the client thoughtful and detailed questions and carefully listen to the user response to fully comprehend the need, product issue and quickly and accurately resolve the client problem.

  • You will research client problems and issues to increase personal knowledge of Fiserv products. Keep skill set up to date on new products and releases by reading and researching advancements in Fiserv products.

  • You may be required to go on-site to work directly with clients. Should possess outstanding communication skills and effectively communicate technical issues into general terms.

  • You will perform advanced research and testing to analyze issues/defects and complete required documentation in order to escalate cases to the software Development team.

Required Qualifications for Consideration:

  • High School Diploma required/ Bachelor’s Degree preferred

  • Minimum of 1+ years client-facing technical support or application support experience

  • Demonstrated experience analyzing complex client issues and tracking to resolution.

  • Solid 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 Customer Support via phone / email or assigned ticketing process.

  • 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

  • Use tools to research issues and provide detailed application support

  • Flexibility to work after hours or on-call as needed

  • Travel requirement – 5%

Learn more about us.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

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.

In this role, you will be aligned with our Electronic Payments solutions. These products provide the financial services industry electronic billing and payments, online banking and mobile banking, online funds transfer, person-to-person payments, business-to-consumer payments and personal financial account aggregation services. 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.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.

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