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, as well as the trust of our #1 asset, our clients.  You will also leverage your mortgage expertise to directly influence the success of our clients as well as the success of our product.

What you will do:

• Lead account management of up to 25 Bank, Credit Unions or Mortgage Company Clients.
• Provide support for Mortgage Director’s enterprise - Loan Origination Software and respond to software support inquiries.
• Troubleshoot software issues observed by Clients, providing guidance on configuration and customization of the software, duplicating and documenting software defects, reviewing and interpreting error logs, assisting field employees, and contributing to project implementation tasks when assigned.
• Work closely with other team members and also interacts with the development and QA teams.
• Conduct regular meetings with all clients and reports, researches and documents reported cases/issues to resolution.
• Coordinate resolution efforts between other departments and escalation points.
• Provide Weekly Case Summary Report and meeting agenda prior to account meetings.
• Document Business Requirements (BRD) for assigned cases.
• Complete regular maintenance review of outstanding team cases and seek resolution.
• Complete BRD and PRD requirements for Development defects as determined by level of expertise.
• Draft and support departmental processes to increase the overall performance and efficiency of the Support Department.
• Assist with managing Professional Services requests by properly documenting Client request, facilitating estimates and coordinating delivery.
• Maintain acceptable levels of competency with Mortgage Director’s product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of Mortgage Director’s resources available to them.
• Maintain and demonstrate acceptable levels of competency and understanding of the User experience and workflow requirements for all job functions.
• Track and manage Client communication within Mortgage Director’s CRM.
• Provide assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts.
• Track and manage billable support services provided within Mortgage Director’s CRM.
• Provide continuing training for Client Administrators as it relates to new or updated feature/functionality.
• Escalate Client issues to Customer Support Manager when SLA and or Client relationships are at risk.

How you’ll work:

• 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 experiences help you with your overall onboarding experience and leads to stronger productivity.
• After training, you will work an assigned schedule of 7:00 AM – 4:00 PM.
• This role requires being on-call during non-standard and/or overnight hours on a rotational basis, (every other week,) although the 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 experience.

• Excellent analytical skills, excellent verbal, written and interpersonal communication skills as well as excellent negotiation skills. Must possess stellar listening skills.

• Ability to interpret Client questions and choose the optimal troubleshooting path; Must be able to understand Client requirements, document in company CRM and explain requirements to developers and employees at different levels.

• Good organizational and time management skills; ability to manage multiple tasks. Proven ability to follo