Job Description

Calling all innovators \xe2\x80\x93 find your future at Fiserv.

We\xe2\x80\x99re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day \xe2\x80\x93 quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we\xe2\x80\x99re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title Specialist, Client Tech Support Engineering

Finxact, a Fiserv Company, brings innovation at the core of banking and provides a next generation core platform. Our mission is to redefine core processing and our commitment is to be the best at what we do.

What does a successful Senior Specialist \xe2\x80\x93 Client Support do?

The Senior Specialist \xe2\x80\x93 Client Support is a key client facing support role for Finxact production clients. The Senior Specialist \xe2\x80\x93 Client Support will work primarily on client issues which could be urgent and complex at times.

What you will do:

• Responsible for managing in-bound calls and chats from clients requesting assistance and/or reporting issues
• Responsible for leading client support agents, assisting them in their duties, training, assigning tasks and following up with tasks
• Manage service tickets assigned to yourself and team members with a goal to provide quick resolution within SLA (Service Level Agreement)
• May work closely with product and development to help identify the root cause of a problem and make recommendation toward a resolution
• Assist in building out knowledge base and documentation
• Assist with release testing and host knowledge transfer sessions both internal and to our clients
• Attend client calls to review outstanding tickets and provide a solutions
• On-call support, off-hours support

What you will need to have:

• 5+ years direct experience in retail banking and/or back-office operations
• 2+ years of professional retail banking or back-office operations experience
• Experience trouble shooting software issues to identify root cause of problem
• Must be self-starter and have the ability to learn quickly
• Ability to communicate state of the problem and path to resolution
• Proven success working in a client facing support role
• Experience in financial software support
• Experience leading teams and projects
• Strong Microsoft products skill, also be able to produce reports, strong Excel and or Smartsheet
• Understanding of Banking workflow
• Technical Knowledge and skill in JSON; Open Core API, SQL and Postman strongly desirable to perform deeper analysis and to gather data\xe2\x80\x99

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).

What you should know about us:

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE\xe2\x84\xa2 500 company, one of Fast Company\xe2\x80\x99s Most Innovative Companies, and a top scorer on Bloomberg\xe2\x80\x99s Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won\xe2\x80\x99t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won\xe2\x80\x99t send you a check to cash on Fiserv\xe2\x80\x99s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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