What does a successful Client Tech Support Engineering - Senior do?
At Fiserv, a Client Tech Support Engineering - Senior plays a pivotal role in ensuring the seamless delivery of solutions to Fiserv’s Mortgage Technology customers. You will provide prompt resolution to client support requests while meeting business unit’s objectives. You will build solid relationships and the trust of our #1 asset, our clients. You will leverage your mortgage expertise to directly influence the success of our clients and our product.
What you will do:
- Provide support for Mortgage Director’s enterprise - Loan Origination Software and respond to software support inquiries.
- Troubleshoot software issues observed by clients, provide guidance on configuration and customization of the software, duplicate and document software defects, review and interpret error logs, assist field employees, and contribute to project implementation tasks when assigned.
- Work closely with other team members and interact with the development and QA teams.
- Coordinate resolution efforts between other departments and escalation points.
- Complete regular maintenance review of outstanding team cases and seek resolution.
- Assist with managing Professional Services requests by properly documenting client requests.
- Provide continuing training for client administrators regarding new or updated feature/functionality.
- Be on-call during non-standard and/or overnight hours on a rotational basis, although actual instance of call is historically very rare.
What you will need to have:
- Bachelor’s Degree in Marketing or Business Management preferred or HS diploma and equivalent military experience.
- 6+ years of experience providing support for Loan Origination Software.
- 6+ years of experience troubleshooting software issues and documenting defects.
- 6+ years of experience in project implementation and coordination with development and QA teams.
- 6+ years of experience conducting Functional and Regression Testing.
What would be great to have:
- 6+ years of experience in mortgage banking and/or LOS software administration.
- 6+ years of experience in training and documentation.
- 6+ years of experience identifying root causes of problems and offering proactive solutions.
- Previous Mortgage Director/PCLender LOS experience desirable.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
Important information about this role:
- Recruiters edit this section as needed.
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and lead to stronger productivity.
- After training, you will work an assigned schedule of 7:00 AM – 4:00 PM.
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis every other week, although the actual instance of call is historically very rare.
- In order to be considered, you must be legally authorized to work in the U.S. without the need for sponsorship, now or in the future.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
- All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state, and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
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