Technical Customer Support Executive

EMEA Operations – Technical Customer Support Executive, Basildon

Our Mission

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. Our aspiration is to move money and information in a way that moves the world. Our Purpose is to deliver superior value for our clients through leading technology, targeted innovation and excellence in everything we do.

Our core values are to earn client trust every day, create with purpose, inspire and achieve excellence, do the right thing and deliver on the promise of one Fiserv. It’s these values that create a foundation for us to be able make the right decisions and deliver on our commitments to our client’s and one another other.

Role Introduction

Fiserv are currently seeking high calibre individuals to fulfil hugely exciting front-line roles interacting with our Merchant businesses. This exciting new role will carry direct responsibility for delivering world class customer service, technical support and experiences. You will be taking ownership of the Merchant business interactions, through telephone, e-mail or web chat based media, as determined by the Merchants’ preference and ease of communication

Core Duties:

• Supporting UK merchants through a range of services including Tech support, Statement requests, Charges, transactions and account enquiries in regards to their POS terminals.
• Escalating Complaint cases using the rules and tools available
• Supporting the issues with BAC’s, Direct Debits, Chargebacks, refunds and PCI etc.
• Working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time.

What skills do I need?

• Technical mindset and comfortable using multiple systems.
• Quick thinking and resilience under pressure
• Previous Contact Centre experienced – (Preferred)
• Excellent verbal and written communication skills

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

What we offer from day one:

• Starting salary from £26,000
• Full training provided
• Free on & offsite parking
• An employer who actively supports and encourages diversity in the workforce
• Free unlimited Starbucks on site

Once a permanent Fiserv employee you will receive the following benefits:

• 23 days holiday which increases to 25 days after 2 years’ service + bank holidays
• Pension contribution of up 7.5%
• Health and Wellness Resource platform access for you and your family
• Life Insurance
• Enhanced Maternity, Paternity, and adoption leave
• Career development, training, and professional qualification opportunities - we want to provide you with the tools to succeed and grow in your role

Hours

40 hour working week (5 out of 7 days)

Apply today for an immediate 1st stage video interview with the opportunity to start ASAP

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 commitment to Diversity and Inclusion

Fiserv actively supports and encourages diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability