What are the responsibilities and job description for the Product Support Analyst position at Fiserv, Inc.?
Position Responsibilities
- Responsible for direct resolution of simple inquiries and facilitation of resolution for moderate to complex inquiries through coordination with customers and other internal Fiserv areas
- Maintains accurate and up-to-date customer profiles including contract information, communication logs, and product matrix
- Educates customers on relevant industry information and provides training products, reporting, and self-service tools
- Review of inquiries and support requests to identify possible candidate items for future development
- Assist Client and Service Partners with questions or advice regarding product
- Work with Client Services and Development to identify, document, and correct system defects or propose product improvements or other appropriate actions to improve the quality of the client experience
- Provide timely updates to Product team leaders and keep management and leadership apprised of any risks and issues related to the area(s) of responsibility and work
- Successfully engage in multiple initiatives simultaneously
- Other duties as required and directed by management
Basic Qualifications for Consideration:
- High School diploma or equivalent
- Experience\knowledge of Google Analytics, Microsoft Excel, and Microsoft Access preferred
- Must be flexible and adaptable due to the ever-changing needs of the organization
- Strong organizational, multi-tasking, communication and interpersonal skills
- Detail-oriented, team player with good planning and problem-solving skills, who is willing to work outside of traditional service parameters
- Self-motivated and able to work independently with minimal supervision towards the achievement of personal and team goals
- Effectively interact and communicate with varying internal departments
- Department hours are Mon – Fri from 8 AM – 7 PM so you could be required to work a shift until 7 PM
This role is required to be performed onsite. You may have the opportunity to work a hybrid schedule, which generally requires you to be in the office the majority of the time.
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