What does a great Client Technical Support Rep do?

As a Client Technical Support Rep, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.
You will identify opportunities to improve the client experience that will drive business results.

This position is important and required to ensure that we take care of our clients as well as their customers. This directly follows our Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!

Responsibilities

• Answer incoming client inquiries, primarily phone calls – At least 70% of time on average
• Under general supervision, troubleshoot, diagnose and resolve basic to moderately complex functional technical and/or operational problems
• Works primarily within direct Client Services team. Interacts and works in partnership with other provided contacts
• Effectively organize and present information to Subject Matter Experts
• Utilize the tools and systems provided to complete assigned responsibilities
• Attain a general knowledge of select products within a designated domain and basic knowledge of Fiserv products that interface with your designated product domain
• Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities

Basic Qualifications

• Bachelor’s degree OR
• Associate’s Degree + 3 years of relevant experience
• Flexibility to work after hours and/or on call rotations as needed

Preferred Skills

• Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case)
• Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders
• Result Orientation: Ability to organize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
• Leadership: Ability to influence clients effectively while troubleshooting
• Industry Knowledge: Experience working in banking or financial services industry
• Technical Knowledge: Ability to use summarization and simplification techniques to explain technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software and telecommunications components to meet customer requirements

Benefits

• Health. Medical, dental, vision, life insurance, and disability options
• Work/Life Balance. Paid time off
• Family Time. Parental bonding leave
• Retirement. 401(k) plan with company matching
• Education. Tuition reimbursement, internal eLearning training and development portal
• Investment. Employee Stock Purchase Plan
• And more!

Fiserv is a global leader in fintech and payments for over 35 years serving thousands of financial institutions and millions of businesses in more than 100 countries. Our Purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do as we process over 40% of the world’s debit and credit transactions.

Bank Solutions delivers comprehensive bank platforms and valuable products and services for community, mid-tier, and large financial institutions.
Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.