Fiserv Client Technical Support Representative, Staff in Chicago, Illinois

Position Description

What does a great Client Technical Support Representative do?

As a Client Technical Support Representative, you will work in a dynamic, professional, customer service environment, supporting Financial Institutions on the industry’s “leading edge” products. You will respond to customer inquiries, analyze issues, research solutions and solve problems for our Fiserv, DNA core product.

About the Role :

As a Client Technical Support Representative, works on a team to provide direct support to Fiserv’s DNA general ledger products to financial institution customers. You will work together with team members to investigate and resolve customer support requests. Activities will include troubleshooting, testing, documentation, communications and relationship management. You will be the voice of the customer to Fiserv, and you are the face of Fiserv DNA to our entire customer base. You are a professional and are passionate about providing excellent client support. You recognize the requirement to follow documented processes and procedures. You are committed to do whatever is necessary to work as a team member of a Fiserv organization that puts client support at the top of the priority list. The Client Technical Support Representative, will become a domain expert on the DNA financial and general ledger products and to be proficient in the processes and procedures in place to provide professional client support.

Essential Job Responsibilities:

  • Provide excellent client support through verbal and written communication on reported issues and requests related to DNA general ledger.

  • Provide consultation, training and support to the client, including the correct use of the system and application procedures. Primary focus will be on general ledger, reconciliation, balancing of DNA financial .

  • Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.

  • Support our clients utilizing our products and services.

  • Respond to customer inquiries received via telephone, web chat or case request. Log, track and manage all interactions professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction as it pertains to general ledger, reconciliation.

  • Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data.

  • Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client.

  • Communicate progress and any potential problems to manager for awareness and/or resolution.

  • Collaborate extensively with internal departments to resolve client issues, actively contributing to the effectiveness of the team.

  • Perform other duties as required.

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 for Consideration :

  • Associates degree or equivalent combination of education and experience

  • 2-5 years Customer Service experience

  • Past experience in an analytical and customer facing role.

  • Highly motivated to execute on deliverables on time

  • Previous experience with DNA general ledger and/or other Fiserv experience a plus.

Preferred Skills, Experience, and Education:

  • Be able to make decisions and resolve problems that are general in nature and for which there are precedents

  • Proficient PC skills, Microsoft Office application experience & Microsoft SQL Server experience

  • Strong problem-solving, communication and interpersonal skills

  • Dedication to quality and high-level customer satisfaction

  • Excellent follow-up skills and attention to detail

  • Ability to multi-task, be flexible and deal with time constraints

  • Ability to work well independently and within a team

  • Ability to maintain confidentiality of sensitive customer information

Who We Are:

Join Us! Fiserv has been named to FORTUNE® magazine’s list of World’s Most Admired Companies in 2014, 2015, 2016, 2017 and 2018. This is the fifth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.

Fiserv has been a trusted name in financial services technology for more than 30 years. We’re leading the digital transformation of financial services, helping financial institutions move and manage money – securely, reliably and with ease – through our innovative solutions and deep expertise.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.