CFI - Technical Support

Fiserv•Hagerstown, MD

2d•Onsite

About The Position

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. About your role: As a CFI - Technical Support associate, you will provide advanced technical support to clients, resolving complex issues and ensuring high levels of satisfaction. You will work closely with internal teams across Client Services and Technology to troubleshoot incidents, document resolutions, and prevent recurrence. Your work helps maintain reliable, high-quality services that support our clients’ critical business operations.

Requirements

2+ years of experience in technical support or customer service in a technology, financial services or similar environment.
1+ year of experience in troubleshooting and problem resolution for software, applications, or systems.
1+ year of experience creating or maintaining technical documentation such as knowledge articles or runbooks.
1+ year of experience in client-facing communication, including phone, email and/or ticket-based interactions.
Experience using ticketing or case management tools (for example, ServiceNow, Salesforce Service Cloud or similar platforms).
Associate degree or Bachelor’s degree in information technology, computer science, business, or a related field, or equivalent combination of education, related experience and/or military experience.

Nice To Haves

Knowledge of financial technology products, payment processing or banking systems.
Understanding of basic network troubleshooting (for example, connectivity, DNS, VPN, firewalls).
Experience with remote desktop support tools and secure access methods.
Experience working in a contact center or service desk environment with defined service level agreements.

Responsibilities

Provide advanced Tier 2 technical support to clients, resolving complex application and system issues efficiently.
Troubleshoot, diagnose and resolve incidents using established tools, knowledge bases and diagnostic procedures.
Collaborate with internal technology, product and operations teams to drive timely resolution of client issues.
Document client interactions, technical findings and solutions in case management systems with clear, complete details.
Identify trends in recurring issues and recommend process or product improvements to reduce incident volume.
Follow defined incident, problem and change management practices, including proper escalation when required.
Participate in training and cross-training to maintain current knowledge of products, services and support procedures.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.