IT Support

Job Title Client Tech Support Engineer Location Berkeley Heights, NJ Type Full Time/W2 with Infinite Computer Solutions 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. Second tier support for clients and associates; escalation contact for internal associates and clients. Answer incoming client inquiries via 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 escalated 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. Must have a flexible work schedule; willing to work the hours of 8am-9pm EST, on call when needed, and report to the office Monday-Friday. Qualifications 3-5 years of equivalent combination of education and experience. Client Focus: Customer-oriented approach to handling 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, advanced interpersonal skills. Ability to handle escalated conversations with appropriate stakeholders within the organization. Openly share knowledge and insights with team members. Results Orientation: Leverages time to increase effectiveness, executes multiple activities simultaneously, delivers on individual and team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision. Leadership: Positive influence on clients, stakeholders, and 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 (regulatory and compliance requirements). Advanced understanding of the Credit Union Solutions business model and individual client/domain. Technical Knowledge: Ability to use summarization and simplification techniques to explain complex technical concepts in clear language appropriate to the audience; monitors, measures, and optimizes utilization of applications, hardware, software, and telecommunications components to meet customer requirements. #J-18808-Ljbffr Infinite Computer Solutions