Job Description
Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title Client Tech Support Engineer
What does a successful Client Tech Support Engineer do at Fiserv? As a Client Technical Support Engineer, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.
You will identify opportunities to improve the client experience that will drive business results. This position is important and required to ensure that we take care of our clients as well as their customers. This directly follows our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!
What you will do: - Answer incoming client inquiries - phone calls, cases, etc.; support clients and associates as escalation contact for internal associates and clients.
- Troubleshoot, diagnose, and resolve complex functional technical and/or operational problems while effectively communicating and escalating complex issues to Product Development and other SME's.
- Serve as a subject matter expert (SME) for majority of products within a designated domain; identify and resolve all issues presented for all products in designated domain.
- Assist in leading and taking action during change initiatives.
- Represent Client Services in project meetings.
- Provide consultative support to high-value clients and participate in high-profile pan-Fiserv company initiatives
- Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface.
- Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
What you will need to have: - 3-5 years of equivalent combination of education and experience
- 2-5 years Banking or Lending experience
- Technical Knowledge: Advanced ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software, and telecommunications components to meet customer requirements.
- Client Focus: Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case). Advanced understanding of client expectations. Leads efforts to resolve issues for high profile/sensitive clients without support.
- Industry Knowledge: Advanced understanding of the banking/financial services industry (i.e. regulatory and compliance requirements, etc.) Advanced understanding of the Bank Solutions business model. Advanced understanding of individual clients/designated domains.
What would be great to have :
- Leadership: Exhibits capability of positively influencing clients, outside stakeholders, and other associates. Inspires and leads by example, serves as mentor/coach. Trains new associates. Assists in leading and taking action during change initiatives.
- Communication Skills: Advanced written and verbal communication skills. Advanced interpersonal skills. Ability to handle escalated conversations with appropriate stakeholders throughout the organization. Openly share knowledge and insights with team members.
- Results Orientation: Leverages time in a manner that increases effectiveness. Executes more than one activity or task simultaneously and delivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
What you should know about us: Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion: Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts: Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.
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