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Fiserv, Inc

Application Technical Consultant, Sr

Fiserv, Inc - Hillsboro, OR

About the Role:The Application Technical Consultant (ATC), Senior is a critical client-facing role within the Digital Channels Client Support (DCCS) team, accountable for all support concerns relating to its Online and Mobile Banking applications. This role is ideal for a technically adept candidate with superior organizational and communications skills who thrives in a fast paced, client facing environment. The DCCS ATC is usually assigned to a range of named client accounts and works closely with multiple Fiserv teams within and beyond Digital Channels. If you are a strong influencer and driver who can deliver consistently high quality support services for your clients at the confluence of multiple teams and stakeholders, this is the role for you.About our Business: The DCCS mission is to meet or exceed industry standard service levels by using repeatable and efficient processes for responding to and resolving production issues for Digital Channels applications.  We also seek to opportunistically provide value-added services.  We measure our success by benchmarking against defined targets for metrics, client and associate satisfaction and organizational profitability.Essential Job Responsibilities:  Account Management relative to production technical support relationships - proactively own and manage support service delivery for multiple high-visibility and high-touch customer relationships.. Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately. Establish and document each customer's processes, procedures, customizations and configurationDevelop strong working relationships across all internal departments and stakeholders in order to advocate effectively for the need of our clients. Understand short and long-term customer goals and objectives as they relate to FiservPerform Incident management duties, including hands-on technical support activities, where appropriate including internal and external communications to all levels.Client support case management - Proactively manage and track customer support cases information to ensure their timely resolution and compliance with SLA agreements. Ensure support case data is accurate and regularly updated (statuses, owners, other data elements)Responds to occasional requests for additional off-hour work in the event of an emergency client incident or critical business need.Offers client support as needed 24x7 as part of on-call rotationThe 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: Proficiency in MS Office Applications (Word, Excel, PowerPoint)3 years of experience in case management and reporting using one or more CRM system(s) (Service Now, Remedy, Salesforce etc.)In-depth understanding of high level troubleshooting activities performed by various teams and the ability to effectively communicate statuses internally and externally per established processesProven ability to write clear and concise business communications7 years of experience in progressively responsible roles relating to customer support, ideally in the field of mission critical Enterprise Software ApplicationsPreferred Qualifications: A Bachelor’s Degree in Computer Science or related technology field is preferred though extensive, relevant career experience will be considered favorably.Travel Required:<5%

64 days 3 hours ago

Fiserv, Inc


Application Technical Consultant, Sr Fiserv, Inc - Hillsboro, OR, United States


Location: Hillsboro, OR

Company Profile:
Fiserv, Inc. (NASDAQ: FISV) is a leading global provider of information management and electronic commerce systems for the financial services industry, providing integrated technology and services that create value and results for our clients. Fiserv drives innovations that transform experiences for more than 14,500 clients worldwide, including banks, credit unions and thrifts, billers, mortgage lenders and leasing companies, brokerage and investment firms and other business clients.