What does an Exceptional Technical Account Manager do?
In this role you will have the unique opportunity to join a growing team that is dedicated to providing premium support account management services and making customers successful while using Bypass and Fiserv technology.
You will own the customer and technical relationship for some of the biggest sports franchises in the nation. You will be tasked with providing a premium level of technical support for requests that exceed the scope, capabilities, and experience of our Product Support team.
As a Technical Account Manager, you will:
Partner with Customer Success Managers and Implementation Project Managers to ensure client success from implementation and onboarding to continued adoption and usage of the Bypass POS platform.
Shepherd our customer base through the post-implementation customer journey
Provide expert technical guidance and analysis for a dedicated customer portfolio and become intimately familiar with their environment and business goals
Understand your customer's operational process and successfully translate pains/requirements to proposed solutions
Maintain continuity and actively manage incidents, problems, and changes for your customers
Coordinate, oversee, and directly manage escalations for fast resolution
Create and provide operational review reports
Manage software upgrades and other major events with proven industry strategies
Identify known issues and provide workable solutions to reduce end-user impact
Provide regular performance management and recommendations related to network standards, hardware configuration, and software sanity checks before major events
Interface with Product Owners/Managers to properly document, escalate, and prioritize software defects
Interface with software developers to knowledge share about escalated software defects and maintain "mutual knowledge" about how those defects affect your customers' operations
You will serve as the primary escalation point for our Customer Success team and partners
Fulfill work requests from Product Support for a range of premium services, including Data Exports/Imports, custom reports building, tracking down payment variance, etc.
Effectively communicate your customer needs to our development and product teams for future product enhancements
In addition, your day to day activities will also include monitoring and managing complex work queues, creating reports and providing insights to Product Support & Technical Success Management to make changes that can improve the customer experience, speaking with key stakeholders and executives across Fiserv, and documenting your technical knowledge in the form of notes and manuals.
Basic Qualifications for Consideration
3+ years' experience in a technical support role for SAAS products and services
2+ years' experience supporting mobile hardware and software (Android phones/handhelds, tablets) OR web applications
2+ years' experience intaking, managing, and resolving escalations from support representatives
Basic Knowledge of SQL
Good understanding of APIs
Ability to create and nurture strong, long-lasting relationships with customers
Exceptional interpersonal and customer service skills
Proven ability to analyze and extract meaningful information from data
Excellent written, verbal, and presentation skills.
Strong time management and prioritization skills
Strong curiosity and a mind for research
Ability to provide step-by-step technical help, 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
Learn more about Fiserv:
To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.
We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.
Life moves fast. And as it does, we know most people aren't thinking about "financial services". But we are.
We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.
We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.
Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World's Most Admired Companies for the eighth consecutive year, we are committed to excellence and purposeful innovation.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.