About the team:
The Enterprise Biller & Receivables Solutions team delivers products and services that enable large and mid-sized businesses to digitize their customer billing/invoicing process, payments, and receivables management. Our industry-leading products, BillMatrix and SnapPay, directly integrate with our clients’ ERPs/e-commerce platforms and automate payments and financial workflows that otherwise cost clients significant time and manual effort – while delivering a great billing and payment experience for their customers. This role is a great opportunity to join a growing team and accelerate our product evolution within one of the fastest growing product suites in the Merchant Solutions division of Fiserv.
What a great Tier 1 Support Lead does:
As the manager of our tier 1 client support function, you are responsible for designing and implementing a tier 1 client support program, including both in-house and outsourced client support for first-touch client servicing. In this role you will:
- Build our tier 1 client service program, including platform design, success metrics, and measurement
- Integrate SnapPay to the Fiserv Client360 servicing platform, and build a servicing ticket program that addresses tier 1 inquiries quickly while identifying and elevating tier 2 tickets to the application support and DevOps teams responsible for more complex inquiries
- Partner with Customer Success, Engineering and DevOps/Support teams to deliver an excellent client experience
- Develop prototypes of proposed systems and presenting them to stakeholders for approval to proceed with features/ roadmap items
- Create comprehensive design documents that outline specifications and plans for new solutions
- Develop and maintain technical documentation and system specifications
- Help us integrate our business more closely with the rest of Fiserv
What experience and skills you need to have:
- Experience managing support ticketing and related DevOps functions
- Ability to analyze a MVC application, REST APIs to find root cause of an issue
- 5+ experience in DevOps with 3+ years of DevOps Support experience
- Experience in CRM tools, Jira and Confluence
- Experience using Microsoft technologies (.Net, SQL, Azure) and tools (DevOps)
- Demonstrated ability to partner with cross-functional teams to support customer use cases, new features and functionality; should be ready to write up an RCA, Atlassian notifications
Preferred:
- Hands on experience in handling client data PII in cloud platform (Azure, Snowflake, AWS or Google cloud)
- Experience in handling customer escalations, new feature review meetings, merchant onboarding.
- Comfort with technical support and troubleshooting assistance to resolve issues with payment processing systems.
- Clear and effective communication
***This is an in-office position - 4 days per week in the office with an option to work on Friday from home. For the first 90 days you'll be expected in the office all 5 weekdays.
*** Applicants must be authorized to work for any employer in the US. We are unable to provide employer sponsorship or take over sponsorship of an employer sponsored visa at this time.
R-10344085
