Sr Professional, Client Tech Support
Fiserv
Barreal, Costa Rica
hace 2 días

About the Role :

As a subject matter expert in industry best practices and application features within Frontier, you understand the challenges our clients face in transaction reconciliation.

You’ve got experience supporting applications in very large financial institutions that deploy both client / server and multi-tier based configurations.

Many clients employ some level of virtualization in their configurations.

In addition to application expertise, this role requires experience managing client expectations in situations where clients may have escalated concerns.

The successful candidate must be able to establish a good rapport with clients and co-workers, have excellent troubleshooting skills, and be pleasant, courteous, and professional.

Growth opportunities include increased responsibility within Client Services, Professional Services or Product Development.

About our Business :

Fiserv’s Frontier application is software that allows many of the world’s largest financial institutions to better manage their cash and trade reconciliations.

In this client facing position, you will work closely with clients (both internal and external Fiserv FRMS clients) to gain a strong understanding of their processing environment and application in order to resolve complex configuration and / or technical issues.

In this position, you will interact daily with a team composed of both domestic and near-shore resources.

Essential Job Responsibilities :

  • Serve as principal point of contact for both external and internal customers with regard to application queries / issues.
  • Perform research and problem diagnostics to determine resolutions to reported problems.
  • Provide database queries and diagnostic scripts to gather information for effective analysis.
  • Validate issues are resolved to customer satisfaction prior to closing inquiries.
  • Provide root-cause analysis for complex issues including action plans to prevent reoccurrence.
  • Efficiently and appropriately escalate issues to Tier 2 support team when warranted.
  • Participate in User Acceptance Testing and product documentation review.
  • Provide client input to Product Managers, Business Analysts and Programmers in regards to product features and enhancements.
  • Position normal hours are 8 : 30 AM 5 : 30 PM EST; however, this position requires flexibility in work hours and may rotate with other staff members to cover extended support hours.
  • 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.

    Required Qualifications :

  • Education Bachelor’s degree in accounting, Computer Science, Business Administration, or equivalent education in a related discipline is required
  • Minimum # years’ experience required Two years prior application support or technical implementation role within the financial services industry is required.
  • Experience with Fiserv Solutions a plus.

  • Type of work experience required -.Requires two years accounting or transaction processing experience.
  • Supervisory / Management experience required - None
  • Preferred Qualifications :

  • Experience - Proficiency in MS SQL (queries) as well as working in virtual environments a plus.
  • Ability to analyze and solve complex technical problems using sound judgment and experience.
  • Excellent presentation, client management, organizational, verbal and written communication skills.
  • Strong knowledge of client support procedures with attention to detail and follow up.
  • Travel Required : None required.

    None required.

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