Client Tech Support - Sr Associate II

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

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.

What you'll do:

• 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:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

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, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.