Client Tech Support Engineering - Senior

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Client Tech Support Engineering - Senior

What does a successful Client Tech Support Engineering - Senior do?
 

At Fiserv, a Client Tech Support Engineering - Senior plays a pivotal role in ensuring the seamless delivery of solutions to Fiserv’s Mortgage Technology customers. You will provide prompt resolution to client support requests while meeting business unit’s objectives. You will build solid relationships and the trust of our #1 asset, our clients. You will leverage your mortgage expertise to directly influence the success of our clients and our product.

What you will do:

• Provide support for Mortgage Director’s enterprise - Loan Origination Software and respond to software support inquiries.
• Troubleshoot software issues observed by clients, provide guidance on configuration and customization of the software, duplicate and document software defects, review and interpret error logs, assist field employees, and contribute to project implementation tasks when assigned.
• Work closely with other team members and interact with the development and QA teams.
• Coordinate resolution efforts between other departments and escalation points.
• Complete regular maintenance review of outstanding team cases and seek resolution.
• Assist with managing Professional Services requests by properly documenting client requests.
• Provide continuing training for client administrators regarding new or updated feature/functionality.
• Be on-call during non-standard and/or overnight hours on a rotational basis, although actual instance of call is historically very rare.

What you will need to have:

• Bachelor’s Degree in Marketing or Business Management preferred or HS diploma and equivalent military experience.
• 6+ years of experience providing support for Loan Origination Software.
• 6+ years of experience troubleshooting software issues and documenting defects.
• 6+ years of experience in project implementation and coordination with development and QA teams.
• 6+ years of experience conducting Functional and Regression Testing.

What would be great to have:

• 6+ years of experience in mortgage banking and/or LOS software administration.
• 6+ years of experience in training and documentation.
• 6+ years of experience identifying root causes of problems and offering proactive solutions.
• Previous Mortgage Director/PCLender LOS experience desirable.

Perks at Work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

Important information about this role:

• Recruiters edit this section as needed.
• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experien