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Job Information

Fiserv Sr Contact Center Tech in Marietta, Georgia

Position Description

What does a great Senior Contact Center Tech do?

This position is directly responsible for frequent customer contact, vendor contact, and internal employee interaction. Responsible for high call volume, case load, customer experience, and order success. Will have strong interface to multiple systems to take actions on various tasks. Strong teamwork and collaboration is required, along with good attendance and attitude. A self- motivated individual with a desire to learn and advance with the client experience at the forefront, will be more successful in this role. The technical issues this role will support may at times require follow-up, but the majority should be resolvable without escalation. This role handles order edits, cancellations, creating detailed customer reports, and resolves problem orders

Essential Job Responsibilities

Provide escalation level technical support. Ability to respond to inquiries of a technical nature which are non-routine and requires deviation from standard screens, scripts and procedures. Posses strong attention to detail and communication/listening skills. Handle problem recognition, research, isolation, and resolution steps. Require ownership of issue resolution and coordination with external resources. Ability to interface with other departments and ensure cohesive customer service delivery. Responsible for meeting all individual and team SLA’s and metrics.

Basic Qualification for Consideration:

  • High School diploma or equivalent required; Bachelor’s degree preferred

  • 1 year experience in a help desk or customer service/contact center environment

  • Medium to high proficiency with Microsoft Office, Excel and Salesforce skills

  • Strong work ethic, team player attitude, learns quickly and responds to customer issues promptly

  • Work hours:1:00 pm to close

Competencies

  • Application Maintenance

  • Help Desk

  • General Computer Proficiency

  • Customer Support Policies, Standards and Procedures

  • Customer Support Service Agreements

  • Service Request Management Process

  • Knowledge of a Specific Customer Support Function

Learn more about Fiserv:

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.

From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes

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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