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Client Technical Support Representative
Fiserv
San Antonio, TX, United States
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Job Title Client Technical Support Rep
What does a great (Client Technical Support Rep) do?
• Manage the day to day operations of the Support Center including recruiting, scheduling, training, mentoring, motivating and managing a staff of Support Analysts
• Monitor case load and ensure adherence to the SLA
• Mentor direct reports, provide growth opportunities and conduct performance reviews
• Monitor KPIs to measure team performance and drive process improvement
• Compile efficiency metrics and present recommendations to management to drive change including tools, process and product changes
• Handle client issue escalation and resolution through all levels of an organization
• Assign and manage projects based on new product releases, call related issues and/or training needs within the organization.
• Provide empathy and understanding of client issues and the impact on their business operations
• Able to develop individual and team objectives to contribute positively to organizational goals and direction
• Establish effective processes and practices for knowledge sharing and communication
• Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects
• Review departmental communication and processes, recommend improvements and drive efficiency
• Review Satisfaction Survey data and leverage feedback to coach direct reports and drive satisfaction
• Ensure projects include knowledge transfer to support center prior to go-live approval.
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.
Basic Qualifications for Consideration:
• Bachelor's degree or 8 years of equivalent experience in the field
• Min 5 years of experience in customer/client facing experience required.
• Experience in banking or financial services industry
• Experience with core Banking systems – (like Premier, Signature, DNA).
• Experience In Banking Lending Origination System
Preferred Skills, Experience, and Education:
• Experience using ZenDesk
• Advanced Skills in Office Products, specifically Excel
• Experience in the industry is preferred
• Excellent interpersonal and verbal & written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Demonstrated experience with Knowledge Management & Call Center Management
• Demonstrated management skills
Travel required
: Up to 40%
Who We Are:
Fiserv has been a trusted name in financial services technology for more than 35 years. We’re leading the digital transformation of financial services, helping financial institutions,
billers and consumers move and manage money – securely, expertly and with ease – through our creative solutions and deep expertise.
For the sixth consecutive year, and the eighth time in the last 10 years, Fiserv has been named one of the FORTUNE Magazine "World’s Most Admired Companies®."
We’re looking for the best and the brightest to join our global team of experts, so if you’re seeking an environment where leadership, teamwork and innovation are valued, and career development is meaningful to you, you’re in the right place.
Fiserv is an equal opportunity employer/disability/vet
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.