Professional Services Managed Services Specialist
Location:
Waltham , Massachusetts
Posted:
November 20, 2017
Reference:
R-10085886
Position Description

Join Us! Fiserv has been named to FORTUNE® magazine’s 2017 list of World’s Most Admired Companies. This is the fourth consecutive year the company has been named to the list, which is a definitive benchmark of corporate reputation.

"Our people are the foundation upon which this recognition is based and I'm very proud of their commitment to client excellence. Their dedication to serving our clients each day is what makes Fiserv one of the most admired companies in the world."" - Jeffery Yabuki, President and Chief Executive Officer

About the Business:

Credit Union Solutions at Fiserv provides integrated account processing solutions for more than one-third of the credit union marketplace, building an innovative foundation for growth, as well as the technology needed to drive efficiency and deliver superior member service in a changing marketplace.

We have a lot to consider, from identifying and adapting to changing regulations and mitigating risk to keeping pace with evolving technology and providing excellent member service. Credit unions’ goals aren’t new. How they achieve them are. With the right tools in place, Fiserv helps credit unions eliminate barriers to growth, realize efficiencies, ensure compliance, face risk issues head on and provide the superior service members deserve.

Want to be a part of a team that effects change? Join our team and see why Fiserv is one of the Most Admired Companies!

This position can work remotely anywhere in the United States.

About the Role:

In this position you will work in a team oriented and fast paced work environment.  This is a key role in solving problems focused on support for both client facing and internal issues and questions.  It requires hands on use of our core product and excellent customer service skills.  You will interact with clients, internal staff, and third party vendors at varying levels.  This position requires flexibility to work outside of standard business hours for release support or emergencies.

Essential Job Responsibilities:  

  • Log, track and manage all incoming cases professionally through Service Point.  Maintaining current notes and provide timely and accurate resolution of client issues, ensuring client satisfaction.
  • Document system defects with detailed analysis and escalate as needed.
  • Work collectively with Operations and IT staff on internal problem resolution.  Liaison between OPS/IT group and clients for questions relating to job schedules, automated processes, task errors, data communication and hosted server responsibilities at the datacenter.
  • Assist with release upgrades for both XP2 and LynxGate.  Functions include verification of online systems and client support often times outside of standard business hours.
  • Ability to work independently and search for solutions through all available resources.  Communicate with third party vendors when needed.
  • Provide assistance to Project Managers for datacenter related duties. 
  • Required on-call / after-hours support.

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.

Required Qualifications:

Job Related Experience:

  • Minimum 3 years experience in a credit union/banking environment.

Additional Skills/Knowledge:

  • Outstanding communication skills via phone and written correspondence.
  • Strong customer/client focus with the ability to resolve issues with a positive outcome.
  • Ability to manage high volume with high accuracy.
  • Exercise creative approaches to complex situations.
  • Proven ability to build and possess a strong network within the organization.
  • Able to collaborate effectively with external, as well as, internal staff.
  • Strong written and verbal communication skills are required.
  • Experience with standard office software, such as Microsoft Excel and Microsoft Word.
  • Immediate proficiency with Windows based software programs

Preferred Qualifications:

Education:

  • Bachelors degree.

Job Related Experience:

  • Datacenter experience.
  • Hands-on experience in working with clients during project delivery.
  • XP2 or LynxGate experience a plus.

Travel Required:

  • This role will require availability to travel to the Waltham, MA location for training as needed during the first 12 months (approximate).




A little about us:

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