Technical Support Engineer

Position Summary:

A Fiserv Technical Support Engineer II position provides technical support via Fiserv Self-service Portal and Mobile Banking customers, as well as internal Fiserv departments (Hosted Operations, System Administration, PS) implementing Enterprise products. The Technical Support Engineer is responsible for diagnosing, troubleshooting, repairing, and documenting complex computer systems and/or software issues and questions.

ABOUT THE BUSINESS:

Account Processing Solutions delivers comprehensive Credit Union platforms and valuable products and services for community, mid-tier, and large financial institutions.

Fiserv bank platforms – Premier and Precision to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.

YOUR ESSENTIAL JOB RESPONSIBILITIES:

• Troubleshoot customer problems of various complexities in a highly technical environment/provide technical support via our portal to Fiserv Self Service Banking customers. Customer issues may be related to code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment.
• Resolve customer issues, utilizing methods such as configuration changes, data modifications, or customer guidance, or escalates unresolved problems to the appropriate resources and departments in accordance with published guidelines. All issue resolution occurs using Fiserv’s current call tracking software package.
• Regularly update customer case notes to inform the customer of ongoing troubleshooting and resolution efforts, as dictated by published guidelines based on issue severity.
• Develop and maintain effective relationships with internal and external Fiserv customers.
• Follow Fiserv’s internal change control process to implement any required production code modifications.
• Assist with testing emergency product fixes received from Product Development/Level 3 Support, as needed.
• May make data repairs in a production environment, requiring extreme care and attention to detail.
• Navigate production and test environment servers to obtain system log information.
• Provide 24x7 rotating “on call” support to customers and internal groups, normally for 1 week at a time.
• Communicate customer status, concerns, and issues to the appropriate internal Fiserv personnel (inc. client advocate, support management, and account manager) as needed.

QUALIFICATIONS:

Education & Experience

Requirement:

• High School Diploma Required AND
• 2-4 years of equivalent combination of educational background and work experience.

Preferred:

• Bachelor’s degree in CS/MIS or related field and/or equivalent relevant work experience
• Maintenance and/or support experience interfacing with external customers
• Experience with and ability to troubleshoot technical problems
• Able to clearly communicate action plans, work performed, case details to a customer by phone in a positive manner

Skills, Knowledge, & Abilities

• Client Focus: Demonstrate ability to work independently to resolve a majority of client inquiries and manage engagements to provide a positive client experience. Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case).
• Communication Skills: Proficient written and verbal communication skills. Proficient interpersonal skills with internal and external stakeholders.
• Result Orientation: Ability to organize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
• Leadership: Ability to influence clients effectively while troubleshooting.
• Industry Knowledge: Basic understanding of the banking/financial services industry. 
• Technical Knowledge: 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