Sr. Product Support Specialist

**Sr. Product Support Specialist**

You deserve to do what you love, and love what you do a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv. Apply today to join a company named a FORTUNE World's Most Admired Companies for the eighth consecutive year.

**Success Profile**

* Collaborative 9

* Courageous 7

* Innovative 10

* Strategic 8

* Trustworthy 9

* Enthusiastic 7

10

* Motivational

* Socially Conscious

* Results Driven

* Productive

* Communicator

* Focused

* Achiever

* Problem-solver

**Benefits**

* **Medical, Vision and Dental Benefits**

Comprehensive benefit plans to suit your unique needs

* **Fuel Your Life Wellness Program**

Resources to elevate your well-being

* **401(k) and Employee Stock Purchase Plans**

When Fiserv performs well, so does your financial health

* **Employee Resource Groups**

Celebrating inclusion in the workplace

* **Paid Time Away**

Providing the time off to manage personal needs

**Associate Experience: Hear from Veterans of the Armed Services**

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**Associate Experience: Hear from Veterans of the Armed Services**

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**Responsibilities**

**Requisition ID** R-10258853 **Date posted** 02/28/2022 **City** Austin **State/Region** Texas **Country** United States **Job Description:**

**2021 | Sr. Product Support Specialist (L2 Support)**

As a Product Support Specialist, you will provide support for our entire line of Point of Sale products and premium services. Your primary responsibilities will be to:

Intake customer support requests via the web, email, and chat channels

Categorize and triage requests not related to product support

Diagnose, troubleshoot, and document product issues

Track and prioritize software defects that adversely affect our customers operations

Identify solutions and workarounds for known hardware & software defects to get customers operational, as needed

Work directly with internal and external customers to troubleshoot, recreate, and resolve issues related to Bypass Products

Maintain tickets in our ticketing systems to provide accurate and current status of all Support queues for Bypass leadership

Serve as an escalation point for our Customer and Technical Success teams and partners

Contribute on knowledge base articles to expand self-help tools for all Product Support team members

Your day to day activities will also include working out of various complex work queues, creating reports and providing insights to Product Support Management to make changes that can improve the customer experience, speaking with key stakeholders in the Bypass leadership team, documenting your technical knowledge in the form of notes and manuals, and maintaining jovial relationships with customers, partners, and other teams.

**Basic Qualifications for Consideration**

**3+ years experience in a technical support role for SAAS products and services**

**1+ years experience intaking, managing, and resolving escalations from other support representatives**

Strong independence and an ability to work without supervision or direction

Strong understanding of troubleshooting methodology

Positive attitude and ability to adapt to change

Exceptional interpersonal and customer service skills

Proven ability to analyze and extract meaningful information from data

Strong time management and prioritization skills

Excellent problem-solving skills

Ability to provide step-by-step technical support, both written and verbal, to audiences of varying educational and technical backgrounds

Highly-collaborative with internal and external customers

Proven ability to advocate for customers positions internally while keeping the company brand and goals in mind

Highly curious and creative

**Preferred Skills, Experience, Education, and Competencies:**

Associate or Bachelors Degree in related field

Academic writing and speaking style

Excellent public speaking skills

Strong understanding of common Software Release process, concepts, and methods

Effective delegation and ability to manage up

Experience interacting with 3rd party service providers and vendors to troubleshoot, identify, and resolve core integration issues

Experience creating test cases and conducting User Acceptance Testing

Excellent attention to detail

Resiliency -- history of rebounding from adversity and setbacks when facing difficult situations

High decision quality -- making good and timely decisions

High emotional intelligence -- relating openly and comfortably with diverse groups of people

Learning agility -- actively learning through experimentation when tackling new problems, using both successes and failures as learning mechanisms

Determination and resourcefulness -- securing and deploying resources effectively and efficiently to overcome challenges and obstacles

Travel required:

Less than 5% during normal, non-pandemic operations.

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

This role is not eligible to be performed in Colorado

Featured Career Area: Technology" At Fiserv, we value the unique abilities and outlook which veterans, military spouses, Guard, and Reservists bring to our global team. Learn more here." At Fiserv, we value the unique abilities and outlook which veterans, military spouses, Guard, and Reservists bring to our global team. Learn more here.