Technical Support Specialist

Job Description

Join Fiserv as a Technical Support Specialist, providing crucial support for Clover POS systems. In this role, you will: 1. Address merchant issues in a high-volume call center, emphasizing first-contact resolution and high-quality customer experience. 2. Onboard and educate new merchants by configuring devices and offering best practice advice tailored to their businesses. 3. Diagnose and resolve hardware, firmware, and network issues, leveraging remote diagnostics and web portal tools to implement effective solutions. 4. Troubleshoot card payment and processing errors, interpreting logs to pinpoint root causes across various devices and applications. 5. Guide merchants through the Clover web portal, covering transactions, fees, and business reporting, while promoting secure practices. 6. Manage complex multi-issue cases end-to-end, coordinating with internal teams to deliver detailed root cause analyses and consistent updates to merchants. 7. Maintain detailed documentation in the ticketing/CRM system and contribute to the knowledge base.

Qualifications

To succeed as a Technical Support Specialist, you should have: 1. A minimum of 2 years' experience in a high-volume technical support call center, supporting hardware, software, and networks. 2. At least 1 year of experience supporting POS or payment systems, understanding payment processing and device lifecycles. 3. A solid grasp of networking fundamentals, with experience troubleshooting Wi-Fi and Ethernet connectivity in small business environments. 4. Familiarity with operating system concepts, device pairing, and firmware/app versioning. 5. The ability to interpret logs and error codes, with comfort using web portals and understanding API responses. 6. Exceptional customer empathy and clear communication skills for both technical and non-technical audiences. 7. Excellent documentation skills, a growth mindset, and a willingness to learn.

Benefits

Fiserv provides an extensive benefits program, including: - Fuel Your Life program to enhance your well-being. - Paid holidays and generous time off policies. - No-cost mental health support via Employee Assistance Programs. - Living Proof program to recognize peer contributions. - Eight Employee Resource Groups to foster collaboration and networking. - Unparalleled professional development and mobility opportunities. - Comprehensive medical, dental, vision, life, and disability insurance. - Retirement planning and discounted shares through the Employee Stock Purchase Plan. - Tuition assistance and reimbursement program. - Paid parental, caregiver, and military leave.