Client Tech Support Engineering - Senior
- Lincoln, NE
- Permanent
- Full-time
- Lead account management of up to 25 Bank, Credit Unions or Mortgage Company Clients.
- Provide support for Mortgage Director’s enterprise - Loan Origination Software and respond to software support inquiries.
- Troubleshoot software issues observed by Clients, providing guidance on configuration and customization of the software, duplicating and documenting software defects, reviewing and interpreting error logs, assisting field employees, and contributing to project implementation tasks when assigned.
- Work closely with other team members and also interacts with the development and QA teams.
- Conduct regular meetings with all clients and reports, researches and documents reported cases/issues to resolution.
- Coordinate resolution efforts between other departments and escalation points.
- Provide Weekly Case Summary Report and meeting agenda prior to account meetings.
- Document Business Requirements (BRD) for assigned cases.
- Complete regular maintenance review of outstanding team cases and seek resolution.
- Complete BRD and PRD requirements for Development defects as determined by level of expertise.
- Draft and support departmental processes to increase the overall performance and efficiency of the Support Department.
- Assist with managing Professional Services requests by properly documenting Client request, facilitating estimates and coordinating delivery.
- Maintain acceptable levels of competency with Mortgage Director’s product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of Mortgage Director’s resources available to them.
- Maintain and demonstrate acceptable levels of competency and understanding of the User experience and workflow requirements for all job functions.
- Track and manage Client communication within Mortgage Director’s CRM.
- Provide assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts.
- Track and manage billable support services provided within Mortgage Director’s CRM.
- Provide continuing training for Client Administrators as it relates to new or updated feature/functionality.
- Escalate Client issues to Customer Support Manager when SLA and or Client relationships are at risk.
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- After training, you will work an assigned schedule of 7:00 AM – 4:00 PM.
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis, (every other week,) although the actual instance of call is historically very rare.
- Bachelor’s Degree in Marketing or Business Management preferred or HS diploma and equivalent experience.
- Excellent analytical skills, excellent verbal, written and interpersonal communication skills as well as excellent negotiation skills. Must possess stellar listening skills.
- Ability to interpret Client questions and choose the optimal troubleshooting path; Must be able to understand Client requirements, document in company CRM and explain requirements to developers and employees at different levels.
- Good organizational and time management skills; ability to manage multiple tasks. Proven ability to follow through on all assigned tasks or responsibilities.
- Self-starter with the ability to consistently exceed goals.
- Detail oriented with superior service skills.
- Ability to manage Client expectations effectively.
- Proficiency in Word, Excel, PowerPoint, Visio, and Crystal Reports.
- Able to quickly learn other tools including but not limited to Intranet, CRM and online meeting applications.
- 6+ years’ experience in mortgage banking and/or LOS software administration.
- Training and documentation experience.
- Ability to identify root causes of problems, and offer proactive solutions/suggestions.
- Ability to work under time constraints and manage multiple tasks concurrently.
- Ability to see an issue through to completion.
- Previous Mortgage Director/PCLender LOS experience desirable.
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).