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Client Technical Support Representative

Company: Fiserv
Location: Lincoln
Posted on: March 16, 2023

Job Description:

What does a successful Client Technical Support Representative do at Fiserv?

You will work in a dynamic, professional, client service-oriented environment with large enterprise financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. You will receive requests for support 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 resultsThis 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:

  • Support and troubleshoot functionality and configuration of the Loan Director loan origination software, Forms, Decision Engine, Workflow, Calculations, and the product's interaction with Third Party interfaces
  • Log, track and manage all incoming calls professionally, maintain current notes, provide timely and accurate resolution of client issues (measured by internal service level agreements), ensuring client satisfaction (measured by client surveys and feedback)
  • Must be able to stage and re-create test scenarios in test environments, documenting each step as reported by client
  • Must have strong troubleshooting and analytical background, and the ability to independently perform research
  • Submit system defects and enhancements to development with detailed analysis
  • Participate in ongoing training sessions and conduct informational training with clients and staff
  • Test and validate system changes to software to ensure proper operations and freedom of defects
  • Analyze interface log files (XML), Xpath logic, LUXML, custom expressions, and server event viewer logs
  • Additional responsibilities as directed by management
  • On-call during afterhours including weekends and holidays

    This role is required to be performed onsite. You may have the opportunity to work a hybrid schedule, which generally requires you to be in the office the majority of the time.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

    What you will need to have:
    • High school diploma or equivalent

      What would be great to have:
      • Equivalent relevant work experience
      • Maintenance and/or support experience interfacing with external customers
      • Experience with and ability to troubleshoot technical problems
      • Able to clearly communicate action plans, work performed, case details to a customer by phone in a positive manner
      • Experience of Adobe Pro, JIRA, and XML (Altova Spy) and ServiceNow
      • Knowledge of remote desktop, RSA, Jumpbox, and VPN connections
      • Must possess exceptional interpersonal and organizational skills as well as excellent written and verbal communication skills
      • Ability to work productively in a fast-paced, deadline-driven environment while exercising professionalism in communication with clients and management
      • Ability to multi-task while working with multiple cases and clients while continuing to provide the highest level of client service
      • Strong Analytical capabilities is a must
      • Be able to be on-call during afterhours including weekends and holidays

        • Health. Medical, dental, vision, life insurance, and disability options
        • Work/Life Balance. Paid time off
        • Hybrid scheduling: First 90 days will be fully in office with opportunities to work a hybrid schedule afterwards
        • Family Time. Parental bonding leave
        • Retirement. 401(k) plan with company matching
        • Education. Tuition reimbursement, internal eLearning training and development portal
        • Investment. Employee Stock Purchase Plan
        • And more!

          Fiserv is a global leader in fintech and payments for over 35 years serving thousands of financial institutions and millions of businesses in more than 100 countries. Our Purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do as we process over 40% of the world's debit and credit transactions.

Keywords: Fiserv, Lincoln , Client Technical Support Representative, IT / Software / Systems , Lincoln, Nebraska

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