What does a successful Technical Support Specialist do at Fiserv?
A successful Technical Support Specialist provides efficient resolution of inquiries and issues from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants. This role is vital for maintaining high customer satisfaction and retention through excellent service and effective problem resolution. The associate leverages strong problem-solving skills, technical knowledge, and communication abilities to assist clients in utilizing our products and services.
What you will do:
- Handle 500+ inbound phone calls per month from various clients, including Wells Fargo Bankers and Merchants.
- Diagnose hardware and software issues, guiding clients through troubleshooting steps to resolution.
- Facilitate PCI compliance conversations and answer product questions.
- Provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads, and train customers.
- Assist clients with Wi-Fi connectivity issues for devices, providing step-by-step guidance for setup and troubleshooting network problems.
- Independently perform rate reviews and pricing negotiations, balancing company needs with customer retention.
- Execute refund negotiations with responsible application of high-level refund empowerment.
- Perform account maintenance tasks, which include updating client information, issuing call tags, adding/removing equipment, and modifying terminal features.
- Troubleshoot equipment issues and provide technical support for hardware and software-related concerns, ensuring functionality and optimal performance.
- Document and track support requests in the system and communicate updates to clients throughout the troubleshooting process.
What you will need to have:
- 1-2 years of customer service experience with high expectations for ownership of issues.
- High School Diploma or equivalent and/or equivalent military experience.
- 1-2 years of experience in technical support, customer service, or related fields with experience in high-volume workflows.
- Ability to work a 12:30 PM to 9:00 PM schedule.
What would be great to have:
- 4+ years of experience in Merchant Services or Customer Service.
- Technical background to assist with troubleshooting equipment issues.
- Knowledge of MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.
- Proficient understanding of hardware, software, and network concepts.
- Strong understanding of using ticketing systems and Microsoft Office Suite
R-10370863
