Provide Tier 1 technical and product support to merchants and partners for CardPointe and CardConnect gateway solutions, including terminal, mobile, and software integrations
Respond to inbound phone calls, emails, and ticket requests, documenting issues and resolutions with clear, accurate case notes
Troubleshoot merchant and partner issues by gathering required data, replicating problems when appropriate, and escalating to Tier 2 support or development teams when needed
Deliver merchant-facing product demonstrations and training, as directed by management, to drive product adoption and strengthen customer relationships
Capture and document customer requests for new features and services and collaborate with internal partners to support implementation of new functionality
Participate in an on-call rotation to provide after-hours support, following defined procedures to ensure timely and complete case resolution
Follow defined service level agreements (SLAs) and operational procedures to resolve support cases in a timely and professional manner
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:
2+ years of experience in customer or client support, technical support, or a related service role working directly with external customers
2+ years of experience troubleshooting software, hardware, or payment processing issues in a contact center, operations, or financial services environment
Experience using Microsoft Office applications (including Outlook, Excel, and PowerPoint) or similar productivity tools to communicate, track work, and prepare basic reports
Experience working assigned shifts with flexibility to support occasional schedule changes, including later coverage and participation in an on-call rotation
High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience
Experience that would be great to have:
Experience in merchant services, payment processing, or card-present/card-not-present transaction support
Experience with basic networking concepts (such as IP addresses, ports, or firewalls) and HyperText Markup Language (HTML) in a support context
Experience using ticketing or case management tools in a structured support or operations environment
How you'll work:
This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
This role requires use of a computer and audio equipment.
You will work an assigned schedule of 8:30-5:30, Monday through Friday - 1-2 shifts per week may be 10:30-7pm.
Sponsorship:
Benefits at Fiserv:
Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers' extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illin
Benefits
Health insuranceDental insuranceVision insuranceEquity / stock optionsParental leave
Additional Information
Calling all innovators - find your future at Fiserv.
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Client Tech Support - Sr Associate II
About your role:
As a CardPointe Support Specialist, you provide Tier 1 technical and product support for CardConnect gateway products and software offerings, including terminal, mobile, and software integration support. You will partner closely with merchants, partners, and internal teams to troubleshoot issues, deliver training, and support new feature adoption so businesses can process payments safely, securely, and successfully.
Fiserv · King Of Prussia, PA