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Product Support Specialist

2 months ago

Houston, United States Fiserv Full time

Product Support Specialist page is loaded **Product Support Specialist** **Product Support Specialist** locationsAustin Exps, TX

time typeFull time

posted onPosted Today

job requisition idR-10243491

**Job Title** Product Support Specialist**Job Purpose** 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: - 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 - Contribute on knowledge base articles to expand self-help tools for all Product Support team members Serve as an escalation point for our Customer and Technical Success teams and partners Your day to day activities will also include monitoring and managing 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 - 2+ 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 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, and Education: - 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 Travel required: Less than 5% during normal, non-pandemic operations. Who We Are: Bypass is the leading innovator in enterprise point of sale solutions and retail operating systems for the multi-site food & beverage industry. Our cutting-edge approach helps professional & collegiate sports teams and national restaurant chains achieve unrivaled improvements in profitability, efficiency, and customer experience. We deliver this with a cloud-enabled, insights-driven platform. Role may be performed remotely in the United States; not eligible in Colorado. Thank you for considering employment with Fiserv. Please: * Apply using your legal name * Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Fiserv is an Equal Employment Opportunity Employer, and it is the Companys policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

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