Technical Consultant

Infinite Computer Solutions; Berkeley Heights (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

Infinite Computer Solutions in Berkeley Heights, NJ is seeking a Client Tech Support Engineer to provide second-tier technical support, troubleshoot complex issues, and serve as a SME for designated product domains. You will mentor teammates and collaborate with Product Development during change initiatives.

The role requires a strong client focus, excellent communication, and the ability to handle multiple tasks in a fast-paced environment. You may need to work flexible hours including evenings.

Qualifications

• Client-focused, customer-oriented handling of calls/cases via phone, email or case.
• Excellent written and verbal communication with stakeholders across the organization.
• Ability to lead and coach others, mentor new associates and assist in change initiatives.

Responsibilities

• Provide 2nd tier support for clients and associates; escalate when needed.
• Troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
• Serve as SME for products within a designated domain; expand knowledge across interfaces with other products.
• Mentor and coach associates; train new hires.
• Communicate complex issues to Product Development and other SMEs.
• Represent Client Services in project meetings and provide consultative support to high-value clients.

Skills

Client focus

Communication skills

Leadership

Industry knowledge

Technical knowledge

Troubleshooting

Mentoring/Training

Education

Bachelor's degree preferred

Tools

CRM systems

Case management tools

Job description

Job Title: Client Tech Support Engineer

Location: Berkeley Heights, NJ

Type: Full Time/W2 with Infinite Computer Solutions

YOUR ESSENTIAL JOB RESPONSIBILITIES:

• Thorough understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolvetechnical (hardware, software, ISP, application or operational) problems.
• 2nd 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 allproducts in designated domain.
• Mentor and coach other associates; train new associates.
• Assist in leading and taking action during change initiatives.
• Effectively communicate and elevate complex issues to Product Development and other SME's.
• Represent Client Services in project meetings.
• Provide consultative support to high-value clients.
• Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface.The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list ofposition responsibilities.
• Must have a flexible work schedule and can work the hours of 8am-9pm EST.
• Must be willing to work on call when needed.
• Must report to the office Monday- Friday.QUALIFICATIONS:Education & Experience
• 3-5 years of equivalent combination of education and experience.Skills, Knowledge, & Abilities
• Client Focus: Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case). Advanced understanding of clientexpectations. Leads efforts to resolve issues for high profile/sensitive clients without support.
• Communication Skills: Advanced written and verbal communication skills. Advanced interpersonal skills. Ability to handle escalatedconversations with appropriate stakeholders throughout the organization. Openly share knowledge and insights with team members.
• Results Orientation: Leverages time in a manner that increases effectiveness. Executes more than one activity or task simultaneously anddelivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail withoutsupervision.
• 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/designateddomains.
• 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.