Sr. Product Support Specialist

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Job Title

Sr. Product Support Specialist

Sr. Product Support Specialist (L2 Support)

What does a great Product Support Specialist do?

As a Product Support Specialist, you will provide support for our entire line of Point of Sale products and premium services. Your primary responsibilities will be to :

Intake customer support requests via the web, email, and chat channels

Categorize and triage requests not related to product support

Diagnose, troubleshoot, and document product issues

Track and prioritize software defects that adversely affect our customers' operations

Identify solutions and workarounds for known hardware & software defects to get customers operational, as needed

Work directly with internal and external customers to troubleshoot, recreate, and resolve issues related to Bypass Products

Maintain tickets in our ticketing systems to provide accurate and current status of all Support queues for Bypass leadership

Serve as an escalation point for our Customer and Technical Success teams and partners

Contribute on knowledge base articles to expand self-help tools for all Product Support team members

Your day to day activities will also include working out of various complex work queues, creating reports and providing insights to Product Support Management to make changes that can improve the customer experience, speaking with key stakeholders in the Bypass leadership team, documenting your technical knowledge in the form of notes and manuals, and maintaining professionall relationships with customers, partners, and other teams. The shift for this role is slated for Friday-Monday 1pm-11pm EST.

Basic Qualifications for Consideration

3+ years' experience in a technical support role for SAAS products and services

1+ years' experience intaking, managing, and resolving escalations from other support representatives

Strong independence and an ability to work without supervision or direction

Strong understanding of troubleshooting methodology

Positive attitude and ability to adapt to change

Exceptional interpersonal and customer service skills

Proven ability to analyze and extract meaningful information from data

Strong time management and prioritization skills

Excellent problem-solving skills

Ability to provide step-by-step technical support, both written and verbal, to audiences of varying educational and technical backgrounds

Highly-collaborative with internal and external customers

Proven ability to advocate for customers' positions internally while keeping the company brand and goals in mind

Highly curious and creative

Preferred Skills, Experience, Education, and Competencies :

Associate or Bachelor's Degree in related field

Academic writing and speaking style

Excellent public speaking skills

Strong understanding of common Software Release process, concepts, and methods

Effective delegation and ability to manage up

Experience interacting with 3rd party service providers and vendors to troubleshoot, identify, and resolve core integration issues

Experience creating test cases and conducting User Acceptance Testing

Excellent attention to detail

Resiliency history of rebounding from adversity and setbacks when facing difficult situations

High decision quality making good and timely decisions

High emotional intelligence relating openly and comfortably with diverse groups of people

Learning agility actively learning through experimentation when tackling new problems, using both successes and failures as learning mechanisms

Determination and resourcefulness securing and deploying resources effectively and efficiently to overcome challenges and obstacles

Travel required :

Less than 5% during normal, non-pandemic operations.

Salary Range

$66,000.00 - $105,600.00

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

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).

Our commitment to Equal Opportunity :

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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