Tier 1 Support Lead - Fiserv
Alpharetta, GA
About the Job
Calling all innovators – find your future at Fiserv.
We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Tier 1 Support Lead
About the team:
The Enterprise Biller & Receivables Solutions team delivers products and services that enable large and mid-sized businesses to digitize their customer billing/invoicing process, payments, and receivables management. Our industry-leading products, BillMatrix and SnapPay, directly integrate with our clients’ ERPs/e-commerce platforms and automate payments and financial workflows that otherwise cost clients significant time and manual effort – while delivering a great billing and payment experience for their customers. This role is a great opportunity to join a growing team and accelerate our product evolution within one of the fastest growing product suites in the Merchant Solutions division of Fiserv.
What a great Tier 1 Support Lead does:
As the manager of our tier 1 client support function, you are responsible for designing and implementing a tier 1 client support program, including both in-house and outsourced client support for first-touch client servicing. In this role you will:
+ Build our tier 1 client service program, including platform design, success metrics, and measurement
+ Integrate SnapPay to the Fiserv Client360 servicing platform, and build a servicing ticket program that addresses tier 1 inquiries quickly while identifying and elevating tier 2 tickets to the application support and DevOps teams responsible for more complex inquiries
+ Partner with Customer Success, Engineering and DevOps/Support teams to deliver an excellent client experience
+ Develop prototypes of proposed systems and presenting them to stakeholders for approval to proceed with features/ roadmap items
+ Create comprehensive design documents that outline specifications and plans for new solutions
+ Develop and maintain technical documentation and system specifications
+ Help us integrate our business more closely with the rest of Fiserv
What experience and skills you need to have:
+ Experience managing support ticketing and related DevOps functions
+ Ability to analyze a MVC application, REST APIs to find root cause of an issue
+ 5+ experience in DevOps with 3+ years of DevOps Support experience
+ Experience in CRM tools, Jira and Confluence
+ Experience using Microsoft technologies (.Net, SQL, Azure) and tools (DevOps)
+ Demonstrated ability to partner with cross-functional teams to support customer use cases, new features and functionality; should be ready to write up an RCA, Atlassian notifications
Preferred:
+ Hands on experience in handling client data PII in cloud platform (Azure, Snowflake, AWS or Google cloud)
+ Experience in handling customer escalations, new feature review meetings, merchant onboarding.
+ Comfort with technical support and troubleshooting assistance to resolve issues with payment processing systems.
+ Clear and effective communication
*This is an in-office position - 4 days per week in the office with an option to work on Friday from home. For the first 90 days you'll be expected in the office all 5 weekdays.
* Applicants must be authorized to work for any employer in the US. We are unable to provide employer sponsorship or take over sponsorship of an employer sponsored visa at this time.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
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).
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune _®_ magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.
If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Tier 1 Support Lead
About the team:
The Enterprise Biller & Receivables Solutions team delivers products and services that enable large and mid-sized businesses to digitize their customer billing/invoicing process, payments, and receivables management. Our industry-leading products, BillMatrix and SnapPay, directly integrate with our clients’ ERPs/e-commerce platforms and automate payments and financial workflows that otherwise cost clients significant time and manual effort – while delivering a great billing and payment experience for their customers. This role is a great opportunity to join a growing team and accelerate our product evolution within one of the fastest growing product suites in the Merchant Solutions division of Fiserv.
What a great Tier 1 Support Lead does:
As the manager of our tier 1 client support function, you are responsible for designing and implementing a tier 1 client support program, including both in-house and outsourced client support for first-touch client servicing. In this role you will:
+ Build our tier 1 client service program, including platform design, success metrics, and measurement
+ Integrate SnapPay to the Fiserv Client360 servicing platform, and build a servicing ticket program that addresses tier 1 inquiries quickly while identifying and elevating tier 2 tickets to the application support and DevOps teams responsible for more complex inquiries
+ Partner with Customer Success, Engineering and DevOps/Support teams to deliver an excellent client experience
+ Develop prototypes of proposed systems and presenting them to stakeholders for approval to proceed with features/ roadmap items
+ Create comprehensive design documents that outline specifications and plans for new solutions
+ Develop and maintain technical documentation and system specifications
+ Help us integrate our business more closely with the rest of Fiserv
What experience and skills you need to have:
+ Experience managing support ticketing and related DevOps functions
+ Ability to analyze a MVC application, REST APIs to find root cause of an issue
+ 5+ experience in DevOps with 3+ years of DevOps Support experience
+ Experience in CRM tools, Jira and Confluence
+ Experience using Microsoft technologies (.Net, SQL, Azure) and tools (DevOps)
+ Demonstrated ability to partner with cross-functional teams to support customer use cases, new features and functionality; should be ready to write up an RCA, Atlassian notifications
Preferred:
+ Hands on experience in handling client data PII in cloud platform (Azure, Snowflake, AWS or Google cloud)
+ Experience in handling customer escalations, new feature review meetings, merchant onboarding.
+ Comfort with technical support and troubleshooting assistance to resolve issues with payment processing systems.
+ Clear and effective communication
*This is an in-office position - 4 days per week in the office with an option to work on Friday from home. For the first 90 days you'll be expected in the office all 5 weekdays.
* Applicants must be authorized to work for any employer in the US. We are unable to provide employer sponsorship or take over sponsorship of an employer sponsored visa at this time.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
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).
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune _®_ magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.
If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
Source : Fiserv
