What does a successful Senior Support Manager do at Fiserv?
We are seeking a highly skilled and experienced Manager of Support to lead our global team in providing exceptional support for our B2B SAAS payment product. If you have in-depth knowledge of the payment industry, be proficient in Microsoft technologies including .NET, and have experience leading a team, we want to hear from you!.
What You Will Do:
- Lead, mentor, and motivate a global support team to deliver excellent customer service and resolve technical issues efficiently.
- Develop and maintain a deep understanding of our B2B SAAS payment product, including the .NET web application, RESTful API services, and batch jobs.
- Investigate and troubleshoot complex technical issues reported by customers, providing timely resolutions and maintaining a high level of customer satisfaction.
- Collaborate with cross-functional teams, such as Product Development and Sales, to address customer needs, provide technical insights, and drive product enhancements.
- Maintain key support metrics and analyze data to identify areas for improvement and implement performance measures accordingly.
- Oversee the management of support tickets, ensuring they are prioritized and resolved within defined service level agreements.
What you need to have:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 7 years of experience providing technical support, preferably within the payment industry.Strong knowledge of the Microsoft technology stack, including .NET and Microsoft CRM.
Experience leading and managing a support team, preferably in a global environment. - Experience with Service Now, Sharepoint, Jira, Confluence
- Experience with API integration and web-based applications
- Prior hands on experience on Postman for API testing
What would be great to have:
- Client 360, Microsoft CRM or similar customer support tools
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