What does a successful Client Technical Support Rep do at Fiserv?

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.

What you will do:

• 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

What you will need to have:

• High School Diploma
• 3 years of equivalent combination of education in a tech support role or customer service
• Flexibility to work after hours and/or on call rotations as needed

What would be great to have:

• 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)
• 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