Client Tech Support Representative

What does a great Client Technical Support Rep do?

In this position, you will work in a dynamic, professional, client support environment with financial institution clients. You will provide day-to-day support answering inquiries 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 find 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 prioritize 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 work 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. Responsibilities and impact may crossover technical fields/functions.

What you will need to have:

• High School Diploma required; 4-year college degree OR 2-year degree + 3 years of relevant experience
• Banking/financial services industry background (ie: Loans, General Ledger, etc.)
• Customer-support experience approach to handing client calls/cases (via phone, e-mail, or case)
• Strong written and verbal communication skills. Proficient interpersonal skills with internal and external partners.
• Self-motivated, work independently and ability to multi-task simultaneously and deliver on performance targets/expectations
• Strong MS Office Suite experience, primarily Excel and Outlook
• Flexibility to work after hours and/or on call rotations as needed
• Travel up to 5% -10%

What would be great to have:

• Premier bank or platform experience is strongly preferred
• Solid background/knowledge in loan
• 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