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Fiserv Client Care Technical Analyst, Advisory in Cedar Rapids, Iowa

Position Description

What does an outstanding Client Care Technical Analyst, Advisory do?

As a Dedicated DNA Technical Support Analyst, you will work in a dynamic, professional, customer service environment, supporting “leading edge” products. You will respond to customer inquiries, research solutions and solve problems for our clients primarily within our DNA core platform. You will also assist with other Fiserv products as they integrate within the technical area of the DNA Core. In this role, you should consider yourself an extension of the client’s team and have their goals and objectives at the forefront of every interaction.

This is a superb opportunity to develop the necessary foundation in technical support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!

Essential Job Responsibilities:

  • You will provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship

  • Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately

  • You will meet high expectations around aggressive case resolution goals

  • Log, track and handle all incoming calls and cases professionally. Maintain current notes, provide timely and accurate resolution of client issues and ensure client happiness at every interaction

  • You will provide detailed analysis of issues received from clients and use SQL to analyze client data

  • Be able to stage test scenarios in test environments, recreating and documenting each step as reported by client

  • Communicate progress and any potential problems to manager for awareness and/or resolution

  • You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team

  • Provide superior support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups

  • You will follow internal procedures and processes in order to streamline the case handling process.

Basic qualifications for consideration:

  • High School Diploma or equivalent required. Bachelor’s degree preferred

  • 5 years’ DNA experience in the Technical Servicing field including but not limited to:

  • Custom Code Installation

  • Client-Side File Upgrades/Troubleshooting/Configuration

  • Peripheral Device Support

  • Cash Recyclers

  • Printers

  • Scanners

  • Signature Pads

  • Instant Card Issue Support

  • DNA Printing & WMF Form Processing/Configuration

  • Ancillary Connection Channels such as CoreAPI, DNAConnect, Multipoint

  • Integration with Fiserv & Third-Party Vendors

  • Multipoint Server Configuration, Troubleshooting and Setup

  • DNAApp Installation & Configuration

  • tMagic Configuration

  • Microsoft Server Suite & IIS Functionality

  • Server Networking as well as Physical Network Infrastructure

  • Proficient with Wireshark, Fiddler & Other Troubleshooting tools

  • Ability to write and understand Relational Database queries

  • Strong problem-solving, communication and interpersonal skills

  • Dedication to quality and high-level customer satisfaction

  • Excellent follow-up skills and attention to detail

  • Ability to train individuals on product technical usage and functionality

Travel Required:

  • Up to 25% travel is possible

Learn more about us.

In this role you will be aligned with our Open Solutions division which offers multi-charter solutions to banking and credit union clients in a shared services model. Its flagship product, the DNA™ platform, is a real-time, open technology account processing solution for financial institutions seeking a modern technology architecture and looking to benefit from the power of data and integration.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.

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