Product Support Analyst

Fiserv • Alpharetta, GA

237d

About The Position

The Product Support Analyst collaborates with team members and internal teams to resolve client inquiries related to Fiserv reporting tools and a subset of merchant processing tools. They drive results unsupervised, leveraging their initiative and self-management skills. They are proficient at multitasking and utilize all available tools and team resources effectively, while thriving in a learning and ever-changing environment. Additionally, they collaborate with Account Management and Sales teams to provide training on our reporting tools and offer guidance on the suggested use of Fiserv tools.

Requirements

• 2+ years of experience in a customer-facing role within the industry.
• 2+ years of experience in handling moderate to complex system inquiries.
• 3+ years of experience in client training and on-the-spot troubleshooting sessions.
• 2+ years of experience collaborating with technical teams to document and correct system defects.
• Bachelor's degree in a related field or equivalent combination of education, work, and/or military experience.

Nice To Haves

• 3+ years of experience in problem management.
• 2+ years of experience with Original First Data products, platforms, systems, and operational areas.
• 2+ years of experience in customer support policies, standards, and procedures.
• 2+ years of experience with customer interaction tools and methods.

Responsibilities

• Resolve moderate to complex system inquiries directly.
• Identify, analyze, and recommend solutions to client system usage and procedural issues.
• Educate customers on relevant industry information and provide training on products, reporting, and self-service tools.
• Facilitate client and banking partner training and on-the-spot troubleshooting sessions at an executive level.
• Integrate system procedures and process improvements within Enterprise, CMM, and SMB Sales and Service Segments.
• Collaborate with internal technical teams and development to identify, document, and correct system defects, propose product improvements, and appropriate actions to enhance the quality of the client experience.
• Provide timely updates and daily communications to the Carat Product Team.

Benefits

• Paid holidays and generous time off policies, including Recharge & Refuel time for qualifying associates.
• Free counseling through our EAP.
• Competitive salaries and the Fiserv 401(k) Savings Plan.
• Employee Stock Purchase Plan.
• Living Proof program where you can exchange points for a variety of rewards.
• Medical, dental, vision, life and disability insurance options.
• Well-being resources through our Fuel Your Life program.
• Training, development, certification, and internal mobility opportunities.
• Employee Resource Groups that promote a diverse and inclusive culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree