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Sr. Client Support Analyst - Finxact

Company: Fiserv
Location: Augusta
Posted on: November 26, 2022

Job Description:

Position SummaryThe Client Support Analyst is a key client facing support role for production clients. The Client Support Analyst will work primarily on client issues which could be urgent and complex at times. Strong analytical skills are essential to provide accurate information and quick resolution in order to minimize client impact.Essential Duties and Responsibilities

  • The type of activities expected to be performed at this level include, but are not limited to the following responsibilities:
  • Responsible for supporting production clients
  • Responsible for managing in-bound calls and chats from clients requesting assistance and/or reporting issues related to software application issues.
  • Responsible for leading client support agents, assisting them in their duties, training, assigning tasks and following up with tasks.
  • Manage service tickets assigned to yourself and team members with a goal to provide quick resolution within SLA (Service Level Agreement)
  • Works quickly to analyze complex problems and provides recommendation for resolution.
  • May work closely with product and development to help identify the root cause of a problem and make recommendation toward a resolution.
  • Will be expected to assist in building knowledge base and documentation.
  • Assist with release testing and host knowledge transfer sessions both internally and to our clients. Will be expected to write documentation surrounding system functionality
  • Provides after hours support on a scheduled basis, includes supervising and acting as an escalation point for client service agents.
  • Attends client calls to review outstanding tickets and provide solutions.
  • Be able to solve complex issues, handle client relationships regarding incidents and assist team members in their work.
  • On-call support, off-hours support.Education and Experience Minimum Qualifications
    • Experience trouble shooting software issues to identify root cause of problem
    • Must be a self-starter and can learn quickly
    • Ability to communicate state of the problem and path to resolution.
    • Proven success working in a client facing support role.
    • Experience in financial or banking software application support.
    • Experience leading teams and projects.
    • Strong Microsoft products skill, also be able to produce reports, strong Excel and or Smartsheet.
    • Understanding of Banking workflow.
    • Technical Knowledge and skill in JSON; Open Core API, SQL and Postman strongly desirable to perform deeper analysis and to gather data.Core Competencies
      • Strong communication and presentation skills.
      • Banking industry Knowledge.Location/Travel
        • Remote (telecommute) position within the contiguous United States.
        • Minimal travel (0-5%) for occasional team meetings.Supervisory Responsibility
          • NoneWork Environment
            • This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.Physical Demands
              • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
              • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.Position Type/Expected Hours of Work
                • This is a full-time position. Days and hours of work may vary but generally Monday through Friday 8:00 a.m. to 5:00 p.m. This position may require long hours and weekend work.

Keywords: Fiserv, New England , Sr. Client Support Analyst - Finxact, Professions , Augusta, Northeast

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