Clover Technical Support Specialist

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

Clover Technical Support Specialist

About your role:

You will be the primary technical point of contact for small businesses using Clover® from Fiserv point of sale (POS) systems. You will own complex, multi-issue cases end-to-end—diagnosing across devices, apps, peripherals, and networks and use remote diagnostics to deliver clear, root-cause fixes. Success means balancing first-contact resolution, quality, and merchant confidence.

What you’ll do:

• Resolve merchant issues in a high-volume inbound call center while balancing first-contact resolution, quality, and a great experience.
• Set up and educate new merchants; assist with device activation, preferences, configuration, and best-practice usage tailored to their business.
• Diagnose and resolve hardware, firmware/app versions, peripherals (printers, scanners, cash drawers, displays), and networks (Wi‑Fi/Ethernet); verify configurations and compatibility; execute fixes using remote diagnostics and web portal tools.
• Troubleshoot card-present payments and processing errors; interpret error codes/logs to distinguish root cause across devices, apps, and connectivity.
• Guide merchants through the Clover web portal for transactions, funding/settlement, Software as a Service fees, Native and 3rd Paty Application fees, and business reporting; educate on features and secure practices.
• Own complex multi-issue cases end-to-end when needed: coordinate with internal teams, deliver concise root cause analyses, and keep merchants updated until closure.
• Document accurately and consistently in our ticketing/CRM; contribute to knowledge base articles and updates.

How success will be measured:

• Adhere to required call center KPI’s (Quality, First Call Resolution, Customer Satisfaction, Average Handle time, and Hold Time)
• Evidence of case ownership and clear communication
• Proactive collaboration with internal and external clients

Experience you’ll need to have:

• 2+ years in a high-volume, customer facing, metrics-driven technical support call center (inbound) supporting hardware, software, web applications, and networks.
• 1+ year supporting POS or payments in a merchant-facing environment (payment processing, EMV, peripherals, device lifecycle) or equivalent hands-on POS troubleshooting experience.
• Networking fundamentals with practical troubleshooting: Wi‑Fi/Ethernet connectivity; router/AP basics in supporting small business environments.
• Familiarity with basic operating system concepts; device/peripheral pairing and setup (Bluetooth/USB), firmware/app versioning, and compatibility.
• Ability to read logs and interpret error/status codes; comfort with web portals and understanding API response concepts.
• Strong customer empathy and clear, concise verbal and written communication for both technical and nontechnical audiences.
• Discipline in documentation and follow-through; growth mindset and coachability.

Experience that would be great to have:

• Experience with Clover from Fiserv, or other POS platforms (Toast, Square, Lightspeed, NCR, Shopify) and merchant acquiring concepts.
• 2+ years’ supporting POS or payments in a merchant-facing environment (payment processing, EMV, peripherals, device lifecycle) or equivalent hands-on POS troubleshooting experience.
• Credit card processing knowledge
• Evidence of complex case ownership, RCAs, and knowledge base contributions.

How you’ll work:

• Coverage includes evenings, nights, weekends, and holidays on a rotational basis; overtime may be required based on demand.
• Remote work within approved locations; quiet, secure workspace.
• Home network requirements to support reliable call quality and diagnostics:
  • Minimum speeds: 30 Mbps download, 15 Mbps upload; average latency under 50 ms.
  • Required: hardwired ethernet to the router for stability; fully wired ISP (DSL, cable, fiber). Cellular tower–based home internet is not recommended.
  • Candidates will be asked to validate connection quality and stability from the intended workspace.

Compliance and security

• PCI DSS awareness and secure handling of sensitive data are required.
• Pre-employment background, credit, and drug screens may be required based on location and policy.

Training and growth

• Cohort-based onboarding, job shadowing, and knowledge checks throughout the 9-week learning period.
• Growth opportunity for advanced support

Location and schedule

• Remote within approved hiring regions; 24/7 operation coverage determines assigned schedules. Details shared during the hiring process.

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

Equal opportunity

• We are committed to inclusive hiring practices and accessible assessments. Accommodations are available upon request.

Salary Range

These pay ranges apply to employees in Colorado, Hawaii, Illinois, Nevada, Rhode Island and Washington. Pay ranges for employees in other states may differ.

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

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.