Sr. Product Support Specialist

Calling all innovators - find your future at Fiserv.

Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day - quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

Sr. Product Support Specialist (L2 Support)

What does a great Product Support Specialist do
As a Product Support Specialist you will provide support for our entire line of Point of Sale products and premium services. Your primary responsibilities will be to:

• Intake customer support requests via the web email and chat channels
• Categorize and triage requests not related to product support
• Diagnose troubleshoot and document product issues
• Track and prioritize software defects that adversely affect our customers operations
• Identify solutions and workarounds for known hardware & software defects to get customers operational as needed
• Work directly with internal and external customers to troubleshoot recreate and resolve issues related to Bypass Products
• Maintain tickets in our ticketing systems to provide accurate and current status of all Support queues for Bypass leadership
• Serve as an escalation point for our Customer and Technical Success teams and partners
• Contribute on knowledge base articles to expand self-help tools for all Product Support team members

Your day to day activities will also include working out of various complex work queues creating reports and providing insights to Product Support Management to make changes that can improve the customer experience speaking with key stakeholders in the Bypass leadership team documenting your technical knowledge in the form of notes and manuals and maintaining professionall relationships with customers partners and other teams. The shift for this role is slated for Friday-Monday 1pm-11pm EST.


Basic Qualifications for Consideration

• 3 years experience in a technical support role for SAAS products and services
• 1 years experience intaking managing and resolving escalations from other support representatives
• Strong independence and an ability to work without supervision or direction
• Strong understanding of troubleshooting methodology
• Positive attitude and ability to adapt to change
• Exceptional interpersonal and customer service skills
• Proven ability to analyze and extract meaningful information from data
• Strong time management and prioritization skills
• Excellent problem-solving skills
• Ability to provide step-by-step technical support both written and verbal to audiences of varying educational and technical backgrounds
• Highly-collaborative with internal and external customers
• Proven ability to advocate for customers positions internally while keeping the company brand and goals in mind
• Highly curious and creative

Preferred Skills Experience Education and Competencies:

• Associate or Bachelors Degree in related field
• Academic writing and speaking style
• Excellent public speaking skills
• Strong understanding of common Software Release process concepts and methods
• Effective delegation and ability to manage up
• Experience interacting with 3rd party service providers and vendors to troubleshoot identify and resolve core integration issues
• Experience creating test cases and conducting User Acceptance Testing
• Excellent attention to detail
• Resiliency -- history of rebounding from adversity and setbacks when facing difficult situations
• High decision quality -- making good and timely decisions
• High emotional intelligence -- relating openly and comfortably with diverse groups of people
• Learning agility -- actively learning through experimentation when tackling new problems using both successes and failures as learning mechanisms
• Determination and resourcefulness -- securing and deploying resources effectively and efficiently to overcome challenges and obstacles

Travel required:
Less than 5% during normal non-pandemic operations.

Salary Range

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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