About your role:
As a Client Tech Support Engineering, you will have an exciting and unique opportunity to provide client support to are bank and/or credit union clients. Accurate and timely work in this job is vital to our clients as it can “make or break” the relationship our clients have with their customers. Associates who are successful in this position will experience great job satisfaction and fulfillment in their day-to-day customer interactions as they help our client achieve their goals and learn the nuances of core platforms and products.
What you’ll do:
- 2nd tier support for clients and associates; escalation contact for internal associates and clients.
- Answer incoming client inquiries - phone calls, cases, etc. while participating in high-profile pan-Fiserv company initiatives.
- Under limited supervision, troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
- Serve as a subject matter expert (SME) for majority of products within a designated domain; identify and resolve all issues presented for all products in designated domain.
- Effectively communicate and escalate complex issues to Product Development and other SME’s.
- Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface and represent Client Services in project meetings while providing consultative support to high-value clients.
- Use your understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
- Obtain business-relevant external certifications, e.g. Six-sigma, Situational Leadership, third-party product certifications.
Experience you’ll need to have:
- 4+ years of experience in customer service or banking/financial services experience required
- Intermediate proficiency with PC/Windows related software (MS Office) required
- Associates degree in a related field or an equivalent combination of education, military, and work experience
Experience that would be great to have:
- Knowledge of Account Processing or Banking Core system is a plus.
- Experience working in Canadian banking or financial services industry preferred.
- Bachelor's degree in a related field or an equivalent combination of education, military, and work experience.
How you’ll work:
- This role requires use of a computer and audio equipment.
R-10367414
