Client Tech Support Engineering - Senior

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Job Title

Client Tech Support Engineering - Senior

What does a successful Client Tech Support Engineering - Seniordo?

At Fiserv, a Client Tech Support Engineering - Senior plays a pivotal role in ensuring the seamless delivery of solutions to Fiserv's Mortgage Technology customers. You will provide prompt resolution to Client Support requests, while meeting Business Unit's objectives. You will build solid relationships, as well as the trust of our #1 asset, our clients. You will also leverage your mortgage expertise to directly influence the success of our clients as well as the success of our product.

What you will do:

• Lead account management of up to 25 Bank, Credit Unions or Mortgage Company Clients.
• Provide support for Mortgage Director's enterprise - Loan Origination Software and respond to software support inquiries.
• Troubleshoot software issues observed by Clients, providing guidance on configuration and customization of the software, duplicating and documenting software defects, reviewing and interpreting error logs, assisting field employees, and contributing to project implementation tasks when assigned.
• Work closely with other team members and also interacts with the development and QA teams.
• Conduct regular meetings with all clients and reports, researches and documents reported cases/issues to resolution.
• Coordinate resolution efforts between other departments and escalation points.
• Provide Weekly Case Summary Report and meeting agenda prior to account meetings.
• Document Business Requirements (BRD) for assigned cases.
• Complete regular maintenance review of outstanding team cases and seek resolution.
• Complete BRD and PRD requirements for Development defects as determined by level of expertise.
• Draft and support departmental processes to increase the overall performance and efficiency of the Support Department.
• Assist with managing Professional Services requests by properly documenting Client request, facilitating estimates and coordinating delivery.
• Maintain acceptable levels of competency with Mortgage Director's product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of Mortgage Director's resources available to them.
• Maintain and demonstrate acceptable levels of competency and understanding of the User experience and workflow requirements for all job functions.
• Track and manage Client communication within Mortgage Director's CRM.
• Provide assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts.
• Track and manage billable support services provided within Mortgage Director's CRM.
• Provide continuing training for Client Administrators as it relates to new or updated feature/functionality.
• Escalate Client issues to Customer Support Manager when SLA and or Client relationships are at risk.

How you'll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• After training, you will work an assigned schedule of 7:00 AM - 4:00 PM.
• This role requires being on-call during non-standard and/or overnight hours on a rotational basis, (every other week,) although the actual instance of call is historically very rare.

What you will need to have:

Bachelor's Degree in Marketing or Business Management preferred or HS diploma and equivalent experience.

Excellent analytical skills, excellent verbal, written and interpersonal communication skills as well as excellent negotiation skills. Must possess stellar listening skills.

Ability to interpret Client questions and choose the optimal troubleshooting path; Must be able to understand Client requirements, document in company CRM and explain requirements to developers and employees at different levels.

Good organizational and time management skills; ability to manage multiple tasks. Proven ability to follow through on all assigned tasks or responsibilities.

Self-starter with the ability to consistently exceed goals.

Detail oriented with superior service skills.

Ability to manage Client expectations effectively.

Proficiency in Word, Excel, PowerPoint, Visio, and Crystal Reports.

Able to quickly learn other tools including but not limited to Intranet, CRM and online meeting applications.

What would be great to have:

6+ years' experience in mortgage banking and/or LOS software administration.

Training and documentation experience.

Ability to identify root causes of problems, and offer proactive solutions/suggestions.

Ability to work under time constraints and manage multiple tasks concurrently.

Ability to see an issue through to completion.

Previous Mortgage Director/PCLender LOS experience desirable.

Perks at Work:

• We're #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship, now or in the future.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

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).

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 Fiserv's Disability Accommodation Policy for additional information.

Note to agencies:

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

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 Fiserv email address.