Client Technical Support Rep
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Dover, DE 19904
Find Your Forward at Fiserv, a FORTUNE™ 500 company, and join the industry leader in financial services technology. With more than 23,000 associates around the world, we’re pushing the boundaries of what’s possible with deep expertise and a commitment to innovation.
At Fiserv, you’ll find a collaborative environment that values partnership and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We’re helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.
It is an outstanding time to join Fiserv and take on a rewarding and challenging role that helps to drive significant change in a rapidly evolving and growing organization.
Our solutions include:
+ The DNA® account processing platform, a modern, person-centered, real-time platform built on contemporary technologies to serve the needs of innovative banks and credit unions, as well as a wide range of ancillary solutions supporting DNA
+ Sentry™ managed services, providing comprehensive network, security, infrastructure, communications and hardware management services to Fiserv and non-Fiserv clients
+ Strategic solutions to enhance financial institution operations for clients across multiple Fiserv AP platforms, such as Verifast™ Palm Authentication, WireXchange® and XRoads™
What does a great Client Technical Support Analyst do?
As a Client Technical Support Representative, you will work on a team to provide direct support for CCM to financial institution customers. You will work together 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 to Fiserv, and you are the face of Fiserv CCM to our entire customer base. You are a professional and are passionate about providing excellent client support. You recognize the requirement to follow documented processes and procedures. You are committed to do whatever is necessary to work as a team member of a Fiserv organization that puts client support at the top of the priority list. The Client Technical Support Representative, will become a domain expert on the Credit Card Management for DNA product and to be proficient in the processes and procedures in place to provide professional client support.
Essential Job Responsibilities:
+ Provide excellent client support through verbal and written communication on reported issues and requests related to CCM.
+ Provide consultation, training and support to the client, including the correct use of the system and application procedures. Primary focus will be on card issuance, assist with managing transaction exceptions, reporting and back-office support.
+ Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.
+ Support our clients utilizing our products and services.
+ Respond to customer inquiries received via telephone, web chat or case request. Log, track and manage all interactions professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction as it pertains to credit card management.
+ Provide detailed analysis of issues received from clients. Utilize SQL and/or Logic to analyze client data.
+ Must be able to 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.
+ Collaborate extensively with internal departments to resolve client issues, actively contributing to the effectiveness of the team.
+ Perform other duties as required.
+ 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.
Basic Qualifications for Consideration :
+ Associates degree or equivalent combination of education and experience
+ 2+ years Customer Service experience
+ Past experience in an analytical and customer facing role
+ Highly motivated to execute on deliverables on time
+ Previous experience with credit card solutions a plus
+ Previous experience with Fiserv DNA and/or other Fiserv experience a plus
+ Proficient Microsoft SQL Server skills and experience is required
Preferred Skills, Experience, and Education:
+ Be able to make decisions and resolve problems that are general in nature and for which there are precedents
+ Proficient PC skills, Microsoft Office application experience & XML 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 multi-task, be flexible and deal with time constraints
+ Ability to work well independently and within a team
+ Ability to maintain confidentiality of sensitive customer information
+ Minimal travel.
On site or Remote.
Join Us! Fiserv has been named to FORTUNE® magazine’s list of World’s Most Admired Companies in 2014, 2015, 2016, 2017 and 2018. This is the fifth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.
Fiserv has been a trusted name in financial services technology for more than 30 years. We’re leading the digital transformation of financial services, helping financial institutions move and manage money – securely, reliably and with ease – through our innovative solutions and deep expertise.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.