Senior Support Manager

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

Senior Support Manager

What does a successful Senior Support Manager do at Fiserv?

We are seeking a highly skilled and experienced Manager of Support to lead our global team in providing exceptional support for our B2B SAAS payment product. If you have in-depth knowledge of the payment industry, be proficient in Microsoft technologies including .NET, and have experience leading a team, we want to hear from  you!.

What You Will Do:

• Lead, mentor, and motivate a global support team to deliver excellent customer service and resolve technical issues efficiently.
• Develop and maintain a deep understanding of our B2B SAAS payment product, including the .NET web application, RESTful API services, and batch jobs.
• Investigate and troubleshoot complex technical issues reported by customers, providing timely resolutions and maintaining a high level of customer satisfaction.
• Collaborate with cross-functional teams, such as Product Development and Sales, to address customer needs, provide technical insights, and drive product enhancements.
• Maintain key support metrics and analyze data to identify areas for improvement and implement performance measures accordingly.
• Oversee the management of support tickets, ensuring they are prioritized and resolved within defined service level agreements.

What you need to have:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7 years of experience providing technical support, preferably within the payment industry.Strong knowledge of the Microsoft technology stack, including .NET and Microsoft CRM.
  Experience leading and managing a support team, preferably in a global environment.
• Experience with Service Now, Sharepoint, Jira, Confluence
• Experience with API integration and web-based applications

• Prior hands on experience on Postman for API testing

What would be great to have:

• Client 360, Microsoft CRM or similar customer support tools

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence. 

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

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