Technical Support Engineer

Infinite Computer Solutions; New Jersey; On-site; USD 65,000 - 90,000; Full time

Job summary

Fiserv is seeking a skilled Client Technical Support specialist in New Jersey to deliver 2nd tier technical support, troubleshoot complex problems, and mentor junior staff. The role requires handling client inquiries, escalating issues to product teams, and representing Client Services in collaborative meetings.

Ideal candidates have a 3-5 year mix of education and experience, excellent communication, and the ability to work a flexible schedule including on-call shifts.

Qualifications

• 3-5 years of equivalent combination of education and experience.
• Excellent communication and client-facing skills.
• Willingness to work flexible hours and on-call when needed.

Responsibilities

• Provide 2nd tier technical support and troubleshoot complex problems.
• Answer incoming client inquiries via phone and cases.
• Mentor and coach associates; train new staff.
• Escalate issues to Product Development and SME teams.
• Represent Client Services in project meetings.

Skills

Client Focus

Communication Skills

Results Orientation

Leadership

Industry Knowledge

Technical Knowledge

Education

Graduate

Job description

• Thorough understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, ISP, application or operational) problems.
• 2nd tier support for clients and associates; escalation contact for internal associates and clients.
• 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 all products 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.

Job Description

YOUR ESSENTIAL JOB RESPONSIBILITIES:

• Thorough understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (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 all products 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 of position 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 client expectations. 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 escalated conversations 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 and delivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision.
• 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/designated domains.
• 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.

Job Families for Job Profiles

Client Technical Support (Tier 2)

Worker Sub-Type

Regular Time Type

Qualifications

Graduate

Range Of Year Experience-Min Year

8

Range Of Year Experience-Max Year

10