Technical Support Engineer

Essential Job Responsibilities

• Thorough understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, ISP, application or operational) problems.
• Second tier support for clients and associates; escalation contact for internal associates and clients.
• Answer incoming client inquiries - phone calls, cases, etc.
• Under limited supervision, troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
• Serve as a subject matter expert (SME) for majority of products within a designated domain; identify and resolve all issues presented for all products in designated domain.
• Mentor and coach other associates; train new associates.
• Aid in leading and taking action during change initiatives.
• Effectively communicate and escalate complex issues to Product Development and other SME’s.
• Represent Client Services in project meetings.
• Provide consultative support to high-value clients.
• Achieve an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface.

Qualifications

• Education & Experience: 3-5 years of equivalent combination of education and experience.
• Skills, Knowledge & Abilities:
  • Client Focus: Customer-oriented approach to handling client calls/cases (via phone, e-mail, or case).
  • Communication Skills: Advanced written and verbal communication skills. Advanced interpersonal skills. Ability to handle escalated conversations with appropriate stakeholders throughout the organization.
  • Results Orientation: Leverages time in a manner that increases effectiveness. Executes more than one activity or task simultaneously and delivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision.
  • Leadership: Exhibits capability of positively influencing clients, outside stakeholders, and other associates. Inspires and leads by example, serves as mentor/coach. Trains new associates. Assists in leading and taking action during change initiatives.
  • Industry Knowledge: Advanced understanding of the credit union/financial services industry (i.e. regulatory and compliance requirements, etc.). Advanced understanding of the Credit Union Solutions business model. Advanced understanding of individual clients/designated domains.
  • Technical Knowledge: Advanced ability to use summarization and simplification techniques to explain complex 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.
• Work Schedule: Flexible work schedule and can work the hours of 8am-9pm EST.
• Availability: Willingness to work on call when needed.
• Location: Must report to the office Monday-Friday.

Pay

Not specified

Schedule

Not specified

Benefits

Not specified