Client Tech Support Engineer

Fiserv•Alpharetta, GA

2d•Onsite

About The Position

As a Client Tech Support Engineer on the Merchant Support team you will serve as the L1/ first point of contact for merchants submitting support requests through Client 360. This role is responsible for receiving, validating, triaging, and resolving merchant inquiries when possible, while ensuring all break/fix issues are properly documented and escalated through ServiceNow Incident Management processes. You will act as the operational front door for support services, providing rapid response, accurate classification, and seamless handoff to technical support teams. The objective is to improve merchant experience, enhance incident quality, and reduce unnecessary escalations to engineering and operations teams.

Requirements

4+ years of experience in customer support, help desk, technical support, operations, or service management experience.
4+ years of experience working in ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or an equivalent combination of education, work, and/or military experience

Nice To Haves

Experience interacting directly with clients or merchants preferred.
Payment processing and commerce platforms.
Transaction flow analysis.
Operational procedures and runbooks.

Responsibilities

Receive and acknowledge merchant inquiries submitted through Client 360.
Review requests for completeness, accuracy, and business impact.
Contact merchants to obtain missing information, examples, screenshots, transaction details, or supporting documentation.
Ensure requests are actionable before progressing to technical teams.
Assess incoming requests and classify them into appropriate categories: Product Question, Training Request, Configuration Support, Product Support, Functional Issue, Break/Fix Incident
Determine whether the reported issue is caused by User knowledge gap, Configuration issue, Known behavior, Service degradation, Application defect, Production outage
Identify true defects, application failures, platform outages, transaction failures, and service degradation events.
Create ServiceNow Incident records with complete and accurate data.
Document business impact, affected merchants, examples, timestamps, and troubleshooting information.
Assign incidents to the correct L2 support group.
Perform warm handoffs to Incident Response teams.
Monitor incident progress and maintain merchant communication until ownership is confirmed.
Recognize symptoms that may require Major Incident declaration.
Immediately escalate potential Priority 1, Priority 2 and Priority 3 events according to established Major Incident procedures.
Engage Incident Response teams and support leadership when defined escalation criteria are met.
Provide timely updates to merchants regarding ticket status.
Request additional information when needed.
Communicate resolution details and next steps.
Maintain professional and customer-focused interactions throughout the ticket lifecycle.
Document recurring issues and resolutions.
Update support procedures and knowledge articles.
Identify opportunities for process improvement and automation.
Contribute to continuous improvement initiatives that enhance support quality and efficiency.