Fiserv Application Technical Consultant, Staff in Hillsboro, Oregon
About the Role:
The Application Technical Consultant (ATC) is responsible for proactively managing the technical support relationship between clients and the internal Fiserv teams for Fiserv supplied Enterprise wide digital banking software applications. The ATC is part relationship manager/customer advocate, part technical support engineer and part project manager for a defined group of post implementation customer accounts. The ATC has three overlapping functions:
Account Management as pertains to production technical support relationship
Incident and general issue management including hands on technical support activities where appropriate
Overall client support case management using lightweight Project Management methodologies and various reporting tools
About our Business:
Digital Channels provides industry-leading products and services for the online and mobile channels to help financial institutions drive deeper relationships and more effectively compete in the digital transformation. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips.
Essential Job Responsibilities:
Proactively own and manage support service delivery for multiple high-visibility and high-touch customer relationships Understand short and long-term customer goals and objectives as they relate to Fiserv
Drive issue resolution using standard process/procedures in coordination with supporting resources
Provide single point of contact for customer support issues
Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
Develop highly effective relationships across all internal departments Establish and document each customer's processes, procedures, customizations and configuration
Proactively manage, measure and track customer support cases to insure their timely resolution
Provide timely status updates, root-cause analysis and resolution strategies
Recognize and resolve systemic issues to prevent them from repeating
Document, track, and support compliance with Service Level Agreements
Ensure support case data is accurate and regularly updated (statuses, owners, other data elements)
Regularly meet with the customer Account Executive, Professional Services Executive and other key client relationship stakeholders to triangulate on immediate and long-term customer needs
Performs duties as part of a scheduled on-call rotation in response to client incidents off hours (evenings, nights, weekends and holidays)
Responds to occasional requests for additional off-hour work in the event of an emergency client incident or critical business need
//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.//
Bachelor’s Degree in Computer Science or related field is preferred though extensive, relevant career experience will be considered favorably.
The successful candidate will have 4+ years’ experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications.
Core competencies of a successful ATC are excellent communication skills, a methodical, project management approach to work organization and prioritization, strong customer service skills and a strong technical aptitude.
Proficiency in MS Office Applications (Word, Excel, PowerPoint)
Experience in case management and reporting using one or more CRM system(s) (ServiceNow, Salesforce etc.)
Proven ability to write concise business communications
Sound decision making and critical thinking skills
Expert organization and prioritization skills
Excellent adaptable written and verbal skills, adaptable to variable audiences
Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and Fiserv
Use project management methodology to thoroughly document, prioritize, track and drive customer requirements and technical solutions; may also extend to internal process improvement initiatives
Ability to actively drive problems to resolution, create and drive a strategy to address customer issues, and own issue resolution, root cause analysis and remediation
The ability to credibly communicate technical detail regardless of level of expertise
Strong interpersonal skills to interact with clients, management,and peers
The ability to accumulate goodwill and build relationships to develop strong influence with clients and internal teams
Ability to concisely document and communicate problem/resolution and information/action plans
Demonstrate the ability to remain calm and professional at all times and especially in escalated situations
Must be capable of identifying & replicating reported application issues
Develop an understanding of common checklist items that may cause application issues and validate prior to escalation
Understand high level troubleshooting activities performed by various teams and effectively communicate status internally and externally per established processes
While the ATC is not expected to be an in-depth Subject Matter Expert in any of the underlying technologies of the supported solutions, a strong overall technical aptitude is required based on all or some of the following: browsers and internet technologies (including web server technologies such as MS IIS), online banking applications accessed via browser and mobile (phone and/or tablet) channels, networking concepts and components (firewall, router, switch etc.), software development life cycle, code management concepts and release best practices, mobile voice and data technologies
Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies.
Awareness of Security issues pertaining to web based applications.
- Up to 10%
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.