Senior Support Manager
4 days ago
Fiserv is seeking a highly skilled and experienced Senior Support Manager to lead our global team in providing exceptional support for our B2B SAAS payment product.
Key Responsibilities:- Lead, mentor, and motivate a global support team to deliver excellent customer service and resolve technical issues efficiently.
- Develop and maintain a deep understanding of our B2B SAAS payment product, including the.NET web application, RESTful API services, and batch jobs.
- Investigate and troubleshoot complex technical issues reported by customers, providing timely resolutions and maintaining a high level of customer satisfaction.
- Collaborate with cross-functional teams, such as Product Development and Sales, to address customer needs, provide technical insights, and drive product enhancements.
- Maintain key support metrics and analyze data to identify areas for improvement and implement performance measures accordingly.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 7 years of experience providing technical support, preferably within the payment industry.
- Strong knowledge of the Microsoft technology stack, including.NET and Microsoft CRM.
- Experience leading and managing a support team, preferably in a global environment.
- Experience with Service Now, Sharepoint, Jira, Confluence, API integration, and web-based applications.
- Client 360, Microsoft CRM, or similar customer support tools.
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune magazine's "World's Most Admired CompaniesTM" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence. Our commitment to Diversity and Inclusion:Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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