Technical Customer Support Executive

1 week ago

Basildon, United Kingdom Fiserv, Inc. Full time

**EMEA Operations**

Join Fiserv as a Merchant Customer Services Associate and as part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies (‘FinTech’)

We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamic Merchant businesses

**What is the role?**

**Role**: Technical Customer support Executive

We are currently seeking high calibre individuals to fulfil hugely exciting front-line roles interacting with our Merchant businesses. These new roles will be focussed on supporting our merchants.

This new Operational Hub will complement our existing dedicated Customer Service centres located in UK, Germany & Poland & Ireland as we truly make our organisation the very best for client experience and satisfaction globally.

**Role responsibilities include**:

- Providing world class technical support and customer service.
- Demonstrating strong technical ability, mindset and skills - _training will be provided on internal systems and our award winning Clover terminal_
- Being very comfortable working with computers and able to work with multiple systems, while learning and adapting to new ones.
- Communicating effectively with different types of Merchant businesses and at various levels within these businesses, ranging from a Sole Trader, Partner, Owner, CEO or fellow associates
- Recognising, understanding and delivering first point of contact resolution to a range of varying situations and Merchant needs to ensure we deliver the right solution the first time every time.
- Possessing a calm, clear and confident communication style with a sense of ownership and passion for delivering world class customer service at all times.
- Acting as an ambassador for the Fiserv brand in every interaction
- Liaising with internal departments where required, capturing clear and concise records of all interactions with Merchants
- Promoting completion of Merchant feedback surveys and where required transferring calls in a professional and competent manner to ensure seamless delivery of world class service by owning all interactions end-to-end

We will provide all requisite training to ensure adherence to relevant financial regulations and the skills to exceed defined monthly goals and objectives.

**What do we offer?**
- A highly competitive local salary
- 23 days holiday + bank holidays pro rata
- A clear and defined career path with global opportunities for development and progression
- Coaching, support, mentoring, training and development opportunities
- Competitive and highly rewarding incentives and benefits package, including health care

**What skills do I need?**

Fiserv is looking for highly focussed, technically minded engaged, passionate, empowering and innovative individuals to join us.

You will need to be able to multi-tasking across multiple skills and love customer interactions and relationship building.

The below skills are additional pre-requisites;
- Technical mindset and comfortable using multiple systems.
- Quick thinking and resilience under pressure
- Previous Contact Centre experienced - (preferred)
- A flexible can-do approach and attitude to evolving customer needs and activities
- Excellent verbal and written communication skills
- Enhanced listening skills and attention to detail
- Exemplary customer service skills
- Ownership and ability to take accountability

**Do I need any additional interpersonal skills?**
- ** Empathy -** Being able to put yourself in the Merchant’s seat; every interaction will be different with some being more challenging than others
- ** Problem solving** - This is vital for this position, whether it is collecting a payment, agreeing a payment plan, solving a technical problem or listening to a Merchant’s wider problems you will need to be able to think on your feet and act accordingly
- ** Organisation skills** - Ensuring that you are well organised, understand the importance of punctuality, have great time management skills and can multi-task across multiple systems or platforms whilst maintaining a seamless communication with Merchants
- ** Communication **- Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a Merchant could have in a professional, friendly and positive manner

**Well-being at Fiserv**
Our associates are the most important part of our business. To solve complex business challenges and create differentiated value for Fiserv clients, it's important that our associates are able to give their best at work every day. This means feeling great in all aspects of their lives, as it relates to physical, financial, emotional and social well-being.

**Our People**
At Fiserv, our culture starts with our people. Want to learn what asso

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