Technical Support Analyst

OUR 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 escalate 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.