Client Technical Support Job Description

Client Technical Support Job Description

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Client technical support provides a high level of expertise in financial services industry specifically with Fiserv products and services.

Client Technical Support Duties & Responsibilities

To write an effective client technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included client technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Utilize Avaya CMS, Case Ease, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality that are consistent across the Function
Interface with clients and other business line departments to ensure issue resolution is timely, accurate, and to client’s satisfaction
Oversee the management of client satisfaction metrics with a focus on continuous improvement initiatives
Builds cooperation and collaboration between departments to realize revenue growth, client value and satisfaction
Maintain and cultivate relationships with Clients
Trouble Ticket Issue Resolution and Communication
Web Platform User Administration
Client Training (Implementation and Ongoing)
Ongoing Client Support
Technical Support of Product Operations

Client Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Client Technical Support

List any licenses or certifications required by the position: MCSE, CNE, MCP, HDI, ITIL, PC, TIA, CE, SSCP, CISSP

Education for Client Technical Support

Typically a job would require a certain level of education.

Employers hiring for the client technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Business, Finance, Technical, Education, Associates, Information Technology, Business/Administration, Accounting, Management Information Systems

Skills for Client Technical Support

Desired skills for client technical support include:

Bankcard/credit card processing concepts
Current industry products and technologies
Fiserv products and systems
Organization and intermediate level of technical skills necessary for completing assignments
Ad-hoc report writing
Analysis that may influence associates and clients use and disposition of resources
Financial services industry
ATMs
Cards
Network balancing

Desired experience for client technical support includes:

Customer service industry
Knowledge of IP communications network and VAR setup
Possess general data communications knowledge
Experience with Point of Sale Equipment highly desirable
Bilingual (French) is preferable
Business level fluency in English required

Client Technical Support Examples

1

Client Technical Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of client technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client technical support
  • Prioritize, schedule, and manage case loads of varying quantity for clients
  • Act as a liaison between level 3 support associates other subject matter experts and the client
  • Providing direct client facing world class support by investigating access, orders, configuration, compliance, and functionality, issues
  • Receives and professionally responds to telephone and written requests from external clients (initial and follow-up)
  • May handle post-promotion testing, on-call support for urgent requests (including after hours support)
  • Participates in service improvement efforts and training
  • Provide instructional guidance to CSRs for handling complex issues
  • Provide timely feedback to ensure associates have a clear understanding of their current performance, coaching for performance improvement where needed
  • Primary point person for any technical issues with Institutional clients
  • Work on individual and group projects to build efficiencies, with the opportunity to deliver presentations to senior management
Qualifications for client technical support
  • A minimum of three years experience in a within a custody operations or trade platform placement environment
  • Demonstrated technical knowledge of alternative assets (including unlisted unit trusts) and functions around trade placement, confirmation, settlement and accounting
  • Knowledge of corporate events and reconciliations with a basic understanding of Accounting and Custody principals
  • Business level fluency in English, and Portuguese is required (reading, writing, verbal)
  • Bachelor’s degree in business preferred, HS diploma required
  • Computer proficiency with strong MS-Office Suite experience (particularly with Outlook, Word, and Excel
2

Client Technical Support Job Description

Job Description Example
Our growing company is looking to fill the role of client technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for client technical support
  • Legally authorized to work in the US without visa sponsorship now or in the future
  • Available to work for the whole duration of 10 weeks from June 5th – August 11th , 2017
  • Provides leadership and mentors team members to transfer skills technicians in other support areas
  • Manage client escalations to ensure client satisfaction
  • Work closely/collaborate with all leaders within Client Services, cross-functional leadership, with a focus on maintaining superior customer service levels and strategic insight/partnership
  • Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, ) and software custom or off the shelf software – industry or proprietary
  • Continuous Improvement – Focuses team on root cause analysis, pattern identification and continuous improvement to optimize application performance, resiliency and reliability
  • Improve upon existing support capabilities both at the Level 1 Support within own team to ensure capabilities meet the needs
  • Manages the team’s responsiveness to customer (external and internal) inquiries or complaints via incoming telephone calls, online support cases or email correspondence with minimal supervision
  • Conduct internal productivity audits and providing Contractor Support Analyst feedback regarding areas of improvement or other support opportunities
Qualifications for client technical support
  • No specific physical requirement
  • Occasional travel is required, less than 10% of time
  • Degree in Computer Science, Management Information Systems, Finance, Accounting or Business is preferred or equivalent work experience
  • Strong internet browser skills (Internet Explorer, Firefox, Safari)
  • Minimum of 5 years of management experience which includes but is not limited to setting strategic direction, staffing, associate development and reporting
  • Bachelor’s degree in computer science or business, or equivalent work experience
3

Client Technical Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a client technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client technical support
  • Clearly communicate and help to understand technical / non-technical resolutions to customers, Support Contractor Analysts, Account Managers, Project Managers through written and verbal communication
  • Attend, document, and record daily and weekly customer / management issue updates of issue status’ and provide detailed reporting
  • Perform data entry as assigned
  • Analysing functional & technical cases and provides a resolution to ensure customer satisfaction
  • Resolving customer queries both technical and non-technical
  • Working as part of a team to resolve client issues that affect multiple clients
  • Liaising with other support teams internationally
  • Keeping all parties with up-to-date status of problem resolution recording & logging this information on CRM systems
  • Assisting in identifying Professional Services or Product Sales opportunities arising from customer calls
  • Implementing new clients on to our service and proving initial training via WebEx or on the rare occasion face to face training
Qualifications for client technical support
  • A Bachelor's degree in Computer Science, Business, or a related field is required
  • Good working knowledge of Cash products (Payment Structure, SWIFT MTs, ) and basic understanding of Trade products (LCs, SBLCs, BGs)
  • Excellent knowledge of VMware\Hyper-V
  • Understanding backup theory and design
  • Previous experience with backup software such as NetBackup, NetWorker, Avamar, VEEAM, or TSM is a plus
  • A four year degree in Business or related experience is preferred
4

Client Technical Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a client technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for client technical support
  • Adherence to existing policies and procedures
  • Strict adhering to Data Protection and information sensitivity
  • Provide hardware support for check scanners and credit card terminals
  • Perform transaction research as necessary
  • Re-create customer reported issues, identify software defects, and escalate when necessary
  • Document support issues in appropriate tracking system
  • Occasional on-call after hours support assignments
  • Identify more complex issues and escalate as necessary
  • Resolve help desk calls within documented guidelines
  • Communicate and escalate technical issues
Qualifications for client technical support
  • Comp TIA certification a plus
  • IT Graduate
  • Working Knowledge on Windows Operating Systems and MS Products
  • Proven ability to troubleshoot Client solutions
  • Proven ability to learn new and complex technology
  • Able to prioritise in a fast paced, dynamic work environment
5

Client Technical Support Job Description

Job Description Example
Our growing company is hiring for a client technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for client technical support
  • Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures as necessary
  • Provide guidance on usage of the ACA product
  • Answer questions regarding data specifications
  • Resolve errors in the ACA product
  • Assist with general diagnosis data problems and questions
  • Monitor client instances for stale data warnings and work with the client to correct the error
  • Assist with SFTP and data encryptions questions
  • Accurately document cases
  • Accurately document specification changes to client instances
  • Assist onboarding teams with ACAMP system issues and questions
Qualifications for client technical support
  • May be involved in revenue generation activities with current customers
  • High school diploma or GED, College Degree or Equivalent Work Experience
  • Bachelor’s Degree and/or 3+ years’ experience of application support experience, preferably supporting software as a service (SaaS)
  • Willing to work on a shift hour
  • Technical Knowledge on Client (Desktop, Notebook & Tablets) – 5
  • Structured Troubleshooting Techniques - 5

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