The Client Technical Support Representative II through phone calls, mail or chat, will be the 1st point of contact for Business Unit Managers seeking the operating support of a Fiserv BI solution.
Responsibilities
This position will perform customer service tasks and will be responsible of attending managers’ needs and requirements. Being the liaison between business and technical support, excellent relationships with different managers along the organization should be built and maintained.
As a higher level associate, compared to basic Client Technical Support Representative, is expected that the person who performs this role can guide/coach other members of the team with less experience. For the same reasons, this person will be able take more complicated cases from the customers, expanding the capabilities of the team.
Work Experience Requirements
• 3+ years of experience in a customer service, technical support or account management role
• Banking industry knowledge
• Technical skills:
o High level knowledge in operating systems such: Mainframe
o Good knowledge in ITIL-Incident Management, Change management, Problem management
o Experience in similar positions for Application/database support is highly desired
o Problem Solving: Ability to analyze incidents and identify root causes
o Documentation: Keeping detailed records of incidents and resolutions
o Collaboration: Working effectively with cross-functional teams
R-10358863
