Technical Support Agent

Fiserv•Omaha, NE

1d•Onsite

About The Position

As a Technical Support Agent, you will provide advanced support to clients by troubleshooting complex issues, resolving service requests, and helping maintain a consistent client experience. You will work closely with clients and internal teams including operations, product, and technical support to address issues efficiently. Your work helps strengthen client satisfaction and supports reliable service delivery across Fiserv solutions.

Requirements

2+ years of experience in client support, technical support, customer service, or help desk environments handling issue resolution and client communications
1+ years of experience troubleshooting system, application, or service issues using ticketing tools, knowledge bases, and documented support procedures
1+ years of experience documenting incidents, root causes, and resolutions in case management or support tracking systems
Experience working across teams to coordinate issue escalation, status tracking, and resolution of client-impacting issues
Associate degree or higher in Information Technology, Business, Communications, or related field or equivalent combination of education, related experience and/or military experience
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.
Candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Nice To Haves

Experience supporting financial technology, payments, banking, or merchant services solutions
Experience using remote support tools or service management platforms
Experience identifying support trends and recommending process improvements

Responsibilities

Investigate and resolve complex client support issues using documented processes, system tools, and issue analysis techniques
Communicate with clients to gather details, provide status updates, and confirm resolution of reported issues
Partner with internal teams to escalate, track, and resolve production, system, or service-related issues within established timelines
Document incidents, troubleshooting steps, resolutions, and follow-up actions in support systems for future reference and trend analysis
Identify recurring issues and contribute to process improvements that increase support efficiency and service quality
Support knowledge sharing by maintaining accurate documentation and applying updates to procedures as needed

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 including 401k match and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.