Product Support Analyst

Fiserv•Marietta, GA

3d•Onsite

About The Position

You will collaborate with team members and other internal teams to resolve client inquiries related to Fiserv reporting tools and a subset of merchant processing tools. You will also collaborate with Account Management and Sales teams to provide training on our reporting tools and offer guidance on the suggested use of Fiserv tools. Presentations and training modules are frequently delivered, especially in escalated circumstances.

Requirements

High school graduate/GED
2 years of progressively responsible industry experience in a customer facing role.
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Bachelor's Degree
Prior virtual training experience (Webex or Teams)
Customer Support Policies, Standards and Procedures
Customer Interaction
Problem Management
Knowledge of Original First Data’s products, platforms, systems, and operational areas.

Responsibilities

Be responsible for direct resolution of moderate to complex system inquiries.
Identify, analyze, and recommend solutions to problems in client system usage and procedures.
Educate customers on relevant industry information and provide training on products, reporting, and self-service tools.
Facilitate clients and banking partners training and on the spot troubleshooting sessions at 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 improve the quality of the client experience.
Provide timely updates and daily communications to Carat Product Team.

Benefits

Fuel Your Life program to support 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 used for rewards.
Eight Employee Resource Groups to foster a collaborative culture.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.