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Manager, Client Tech Support Engineering

2.00 to 6.00 Years   Noida   02 Aug, 2021
Fiserv India Pvt Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

  • Technical Application Support Manager:
  • Responsible for Installation, troubleshooting, process documentation, coordination and post production support
  • Overall Cards domain experience with Product knowledge related to Cards businessHands-on experience in at least two of Oracle, Unix, Mainframe and Java web services
  • Excellent problem-solving, research and organizational skills.
  • Excellent verbal and written communication skills. Ability to prepare and analyze data in a logical manner and be able to summarize findings to both a technical and non-technical audience
  • Strong relationship management and collaboration skills; strong conflict management skills and experience effectively managing through challenging situations with diplomacy and tact.
  • Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
  • Supervise day to day activities of client services representatives in resolving client technical and operational problems
  • Handle and document critical customer complaints to assure speedy resolution and client satisfaction.
  • Coordinate the implementation of new products and enhancements with the business systems, conversions, operations and system and programming groups.
  • Prepare department statistics and reports as requested by senior Fiserv management.
  • Develop relations with the clients through visits and phone calls to resolve and avoid problems.
  • Collaborates with other departments to resolve product and support issues.
  • Documents problems and corrective procedures.
  • Attends on-going training to achieve level of technical skill needed to solve problems that are more complex as well as new product training.
  • Maintain applicable functional understanding of EFT products, services and tools
  • Provide after-hours support.
  • Ensure required Audit/Security directives are followed with customer data.
  • Provide CR support.
  • Responsible for staff development and promotion through the use of annual performance reviews, service observations, and client surveys.
  • Determine appropriate plan of action/communication during SEV issues. Includes client communication and escalations.
  • Coordinate department training and documentation.
  • Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures.
  • Excel in supporting Fiserv leadership expectations by acting as an advocate, effectively and efficiently implementing change, consistently act on behalf of our internal and external clients and facilitate collaboration within own team and amongst others.
  • Ability to manage remotely.
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Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesfollowing upproblem solvingpost productionclient servicesbusiness systemsexternal clientsmanagement skillsstaff development

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