What does a successful Client Support Analyst do at Fiserv?

The Client Support Analyst is a key client facing support role for production clients. The Client Support Analyst will work primarily on client issues which could be urgent and complex at times. Strong analytical skills are essential to provide accurate information and quick resolution in order to minimize client impact.

What you will do:

• The type of activities expected to be performed at this level include, but are not limited to the following responsibilities:

• Responsible for supporting production clients

• Responsible for managing in-bound calls and chats from clients requesting assistance and/or reporting issues related to software application issues.

• Responsible for leading client support agents, assisting them in their duties, training, assigning tasks and following up with tasks.

• Manage service tickets assigned to yourself and team members with a goal to provide quick resolution within SLA (Service Level Agreement)

• Works quickly to analyze complex problems and provides recommendation for resolution.

• May work closely with product and development to help identify the root cause of a problem and make recommendation toward a resolution.

• Will be expected to assist in building knowledge base and documentation.

• Assist with release testing and host knowledge transfer sessions both internally and to our clients. Will be expected to write documentation surrounding system functionality

• Provides after hours support on a scheduled basis, includes supervising and acting as an escalation point for client service agents.

• Attends client calls to review outstanding tickets and provide solutions.

• Be able to solve complex issues, handle client relationships regarding incidents and assist team members in their work.

• On-call support, off-hours support.

What you will need to have:

• Experience trouble shooting software issues to identify root cause of problem

• Must be a self-starter and able to learn quickly

• Ability to communicate state of the problem and path to resolution.

• Proven success working in a client facing support role.

• Experience in financial or banking software application support.

• Experience using Microsoft products and ability to produce reports with Excel and or Smartsheet.

• Understanding of Banking workflows.

What would be great to have: Technical Knowledge of JSON, Open Core API, SQL and Postman

Location/Travel

• Remote (telecommute) position within the contiguous United States.

• Minimal travel (0-5%) for occasional team meetings.

Position Type/Expected Hours of Work

• This is a full-time position. Days and hours of work may vary but generally Monday through Friday 8:00 a.m. to 5:00 p.m. This position may require long hours and weekend work.

Perks at work:

• Maintain a healthy work and life balance with paid holidays and our generous Time Off policies
• Protect and maintain your well-being with health, dental, vision, life, and disability insurance
• Plan for your future with the Fiserv 401(k) Savings Plan and Employee Stock Purchase Plan
• Cherish time with your newborn with our Parental Leave program
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can build their network and share their perspectives
• Fiserv offers an expansive and always-growing list of benefits, in addition to those listed, to help with your physical, mental, emotional, and financial well-being

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