Senior Contact Center Support Specialist

2 months ago

Marietta, United States Fiserv Full time

Senior Contact Center Support Specialist page is loaded **Senior Contact Center Support Specialist**

**Senior Contact Center Support Specialist**

locationsMarietta, Georgia time typeFull time posted onPosted Yesterday job requisition idR-10249402 **Job Title**

Senior Contact Center Support Specialist**Job Purpose**

This position is directly responsible for frequent customer contact, vendor contact, and internal employee interaction. Responsible for high call volume, case load, customer experience, and order success. Will have strong interface to multiple systems to take actions on various tasks. Strong teamwork and collaboration is required, along with good attendance and attitude. A self- motivated individual with a desire to learn and advance with the client experience at the forefront, will be more successful in this role. The technical issues this role will support may at times require follow-up, but the majority should be resolvable without escalation. This role handles order edits, cancellations, creating detailed customer reports, and resolves problem orders

Basic Qualifications for Consideration:

Provides escalation level technical support. Ability to respond to inquiries of a technical nature which are non-routine and requires deviation from standard screens, scripts and procedures.

Possess strong attention to detail and communication/listening skills. Medium to high proficiency with Microsoft Office, Excel and Salesforce skills.

Handles problem recognition, research, isolation, and resolution steps. Requires ownership of issue resolution and coordination with external resources.

Strong work ethic, team player mentality, learns quickly and responds to customer issues promptly.

Ability to interface with other departments and ensure cohesive customer service delivery. Responsible for meeting all individual and team SLAs and metrics.

Preferred Skills, Experience, and Education

Typically requires a high school education or equivalent and a minimum

1 year experience in a help desk or customer service/contact center environment

Application Maintenance

Help Desk

General Computer Competencies

Customer Support Policies, Standards and Procedures

Customer Support Service Agreements

Service Request Management Process

Knowledge of a Specific Customer Support Function

Who We Are: Life moves fast. And as it does, we know most people arent thinking about financial services. But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

Were Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The companys approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine Worlds Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

.

Fiserv is an Equal Opportunity Employer/Disability/Vet

This role is not eligible to be performed 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.

In order to protect our Fiserv community, Fiserv requires all newly hired employees 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.

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