Sr Associate, Client Tech Support
Fiserv
Tres Rios, Cartago
hace 4 días

You deserve to do what you love, and love what you do a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do.

You have choices if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv.

Apply today to join a company named a FORTUNE World's Most Admired Companies® for the eighth consecutive year.

Success Profile

Every candidate has their strengths, and at Fiserv, we want to match you to a career that allows you to put your best foot forward.

Do you have the competencies outlined below? If so, you might be an excellent candidate to Find Your Forward at Fiserv.

  • Collaborative 9
  • Courageous 7
  • Innovative 10
  • Strategic 8
  • Trustworthy 9
  • Enthusiastic 7
  • Motivational
  • Socially Conscious
  • Results Driven
  • Productive
  • Communicator
  • Achiever
  • Problem-solver
  • Responsibilities

    Requisition ID R-10222215 Date posted 06 / 01 / 2021 City Tres Rios State / Region Cartago Country Costa Rica Additional Locations Barreal de Heredia, Costa Rica

    Job Description

    What does a great Sr Associate, Client Tech Support do?

    The System Support Engineer manages and supports strategic solutions operating as member of team to analyze and provide support on Fiserv online security platform.

  • Effectively communicates and makes decisions with input from team members regarding performance of the security platform and specific impact to clients, as well as ensuring the platform is configured and performing according to Fiserv standards and client specified needs.
  • Performs analysis, recommends changes and implements changes when appropriate in a timely and accurate manner.
  • Resolves moderately complex issues on behalf of clients; compares alternative actions and decides on appropriate approach.
  • Responds to inquiries from internal and external clients regarding service configuration and performance, system processing and functionality.
  • Performs maintenance using various software applications. Researching, monitoring and resolving operational and client issues (75%) Review and manage request queue;
  • conduct analysis and process requests within SLA timeframes. (20%) Maintain availability and respond to incoming client inquiries.

    Research / ticketing (5%) Research client and / or system issues and document results / findings. Performs 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
  • Responsibilities :

    Provides 8*5 monitoring and support functions for SaaS and Hosted solutions and operational environments

  • Must possess a self-starter attitude, meticulous, able to work independently and under time critical or stressful conditions
  • Excellent communication skills, both written and verbal
  • Pro-actively analyze events and provide on-going recommendations to incorporate process improvements to prevent service impacting incidents
  • Serve as point of contact for escalated Client Services reported operations incidents
  • Diagnose, troubleshoot, escalate and triage incidents to appropriate support groups
  • Lead the overall incident management and resolution using ITIL best practices
  • Management and oversight of established SLA during incident management while working with clients, applicable Fiserv business units and support groups
  • Monitor networks to ensure network availability and connectivity for all system users and perform necessary maintenance to support environment currency and availability
  • Participate and contribute to the automation initiatives to achieve operational maturity and incident avoidance capabilities
  • Develops and administers the processes and procedures for supporting technical operations activities
  • Creates and maintains network drawings, configurations and documentation
  • Participate in change management & configuration management operating mechanisms for additions or changes to the systems infrastructure and operations environments
  • Perform other relevant duties as required or necessary
  • Resolves interoperability problems to maintain operations across all platforms.
  • Basic Qualifications for Consideration :

  • Bachelor’s degree in Computer Science, Business, or similar related field experience
  • Minimum of 1 years’ experience in a technical client facing role
  • Application delivery experience
  • 1 years’ Technical support experience
  • Preferred Skills, Experience, and Education :

  • Cyber Security training and knowledge
  • At least 2 year of experience with Software as a Service or Application Service Provider (ASP)
  • At least 1 year of experience creating and delivering requirements
  • Previous experience in the financial services industry
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