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Client Technical Support Representative
Fiserv
Flint, MI, United States
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Job TitleClient Technical Support Rep, Staff
Job Description:
Client Technical Support Rep III
Position Purpose:
Technical support is the primary point of contact for our credit union clients. In this position, you will troubleshoot issues and guide clients through use of all aspects of the software, from teller transactions to regulatory reporting. Support forms a bridge of strong, working relationships between our clients and other departments within Fiserv. This dynamic, client-driven environment brings unique challenges and opportunities every day, letting us create innovative new solutions to the enrichment of the entire client base, as well as ensuring deep engagement for support representatives. Support has also long been a launching ground for growth and advancement within Fiserv for those with the skills, drive and desire to do so.
About our Business:
Credit Union Solutions at Fiserv provides integrated account processing solutions for more than one-third of the credit union marketplace, building an innovative foundation for growth, as well as the technology needed to drive efficiency and deliver superior member service in a changing marketplace.
We have a lot to consider, from identifying and adapting to changing regulations and mitigating risk to keeping pace with evolving technology and providing excellent member service. Credit unions’ goals aren’t new. How they achieve them is. With the right tools in place, Fiserv helps credit unions eliminate barriers to growth, realize efficiencies, ensure compliance, face risk issues head on and provide the superior service members deserve.
Want to be a part of a team that effects change? Join our team and see why Fiserv is one of the Most Admired Companies!
Essential Job Responsibilities:
Define and/or resolve moderate to complex client problems with designated product lines (Primarily OnCU). First or second point of interaction through client contact channels. Simulate or recreate client problems to analyze and resolve user operating difficulties. Discuss problems or inquiries with other department personnel and offer technical assistance and insure proper handling and follow-up. Communicate customer suggestions for enhancements and insures proper handling and follow-up. Document problems and corrective procedures. Log incoming issues into a call tracking system. Provide assistance and support to other client service associates as needed. Required to participate in the on-call rotation, month-end rotation, and/or Saturday coverage. Performs 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.
Required Qualifications:
Education
• Bachelor’s Degree in business or equivalent field.Equivalent or experience may be substituted.Technical aptitude preferred.Knowledge in Ad-hoc report writing a plus, but not required.
Certifications
• HDI Analyst certification helpful
Job Related Experience
• 2 + years’ experience working with application support or within the financial services industry.
Additional Skills/Knowledge
• Requires an overall understanding of the work environment and process, with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments.
• Proficiency with computers and related office equipment is a must. Must be proficient in Microsoft Office: Outlook, Excel, Word, and PowerPoint.
• Strong organizational skills.
• Excellent communication skills, both verbal and written.
• Proven ability to work independently and to multi-task in a fast-paced environment.
• Sufficient knowledge of Fiserv products and systems and/or the financial services industry to provide advice or analysis that may influence associates and clients use and disposition of resources.
• Must be able to make routine decisions and solve general problems, and know when to refer more complex or far-reaching decisions to higher level Support staff.
• Knowledge of specialized or technical terminology related to assigned product lines preferred.
• Knowledge in Ad-hoc report writing a plus.
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).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.