Sr Client Technical Support Representative
Company: Fiserv
Location: Lincoln
Posted on: March 19, 2023
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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 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: * 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: * Bachelor's degree and or equivalent
relevant work experience * 2-4 years of equivalent combination of
educational background and work experience What would be great to
have: * Bachelor's degree in CS/MIS or related field and/or
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
Benefits * 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. This role is not eligible to be performed in
Colorado Apply Now Benefits * Medical, Vision and Dental Benefits
Comprehensive benefit plans to suit your unique needs * Fuel Your
Life Wellness Program Resources to elevate your well-being * 401k,
Employee Stock Purchase Plans and Incentives & Bonuses When Fiserv
performs well, so does your financial health * Employee Resource
Groups Celebrating inclusion in the workplace * Paid Time Away
Providing the time off to manage personal needs
Keywords: Fiserv, Lincoln , Sr Client Technical Support Representative, Other , Lincoln, Nebraska
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