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Support Engineer role focusing on customer solutions and product implementation in SaaS supply chain with Blue Yonder.
About the role
- Technical Support Associate providing advanced technical support for clients at Fiserv. Resolving complex issues while collaborating with internal teams on finance technology systems.
Responsibilities
- Provide advanced Tier 2 technical support to clients, resolving complex application and system issues efficiently.
- Troubleshoot, diagnose and resolve incidents using established tools, knowledge bases and diagnostic procedures.
- Collaborate with internal technology, product and operations teams to drive timely resolution of client issues.
- Document client interactions, technical findings and solutions in case management systems with clear, complete details.
- Identify trends in recurring issues and recommend process or product improvements to reduce incident volume.
- Follow defined incident, problem and change management practices, including proper escalation when required.
- Participate in training and cross-training to maintain current knowledge of products, services and support procedures.
Requirements
- 2+ years of experience in technical support or customer service in a technology, financial services or similar environment.
- 1+ year of experience in troubleshooting and problem resolution for software, applications, or systems.
- 1+ year of experience creating or maintaining technical documentation such as knowledge articles or runbooks.
- 1+ year of experience in client-facing communication, including phone, email and/or ticket-based interactions.
- Experience using ticketing or case management tools (for example, ServiceNow, Salesforce Service Cloud or similar platforms).
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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