**Job Title**
Customer Service- Sr Associate II**Job Purpose**
This position is responsible for monitoring and troubleshooting ATMs, hosts and transition authorization approvals in a Help Desk / Service Desk environment. Providing monitoring and support on issues related to ATMs and POS/ATM transaction authorization hosts; making and receiving calls, troubleshooting alerts and documenting steps taken.
Job Responsibilities
Monitor and troubleshoot ATM hardware and telecommunication incidents
Initiate and receive calls to and from clients, data centers, ATM service companies and telecommunication vendors to resolve incidents.
Research and investigate customer inquiries related to ATMs issues.
Document reported issues, troubleshooting steps and actions taken.
Follow established guidelines to accomplish tasks and solve routine/non-routine problems.
Attend on-going training to achieve level of technical skill needed to solve more complex problems.
Meet the individual customer service call volume and quality expectations.
Participate in continuous process improvement in order to improve service, reduce costs, and improve quality.
Perform and complete other duties as assigned
Job Requirements
Proficiency with computers and related office equipment.
Excellent customer service with strong verbal and written communications skills required.
Proven ability to analyze and resolve problems with attention to detail.
Knowledge of the financial services industry a plus but not required.
Required to work flexible schedule, including overnight shifts and weekends.
Bachelors Degree
Knowledge of the financial services industry, ITIL, Six Sigma or Gasper a plus but not required.
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.
locationFrisco, Texaslocation2 Locationslocation2 Locations
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