Client tech support-sr associate-remote

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.

About your role:

As a Client Tech Support - Sr Associate I, you will be a crucial member of our technical support team, providing advanced level support to our clients and helping them optimize their use of our products and services. Your role involves resolving complex technical issues, collaborating with internal teams, and ensuring client satisfaction. Your contributions will directly support Fiserv's commitment to delivering exceptional client service and advanced technical support.

What you'll do:

Our Internet Solutions Help Desk agents help merchants and employees use Fiserv's online tools and websites. They assist with account access, password resets, finding reports and transactions, website navigation, online ordering, payment processing issues, setup and configuration, and troubleshooting errors. They also help users integrate and get the most out of Fiserv's digital products.

• Provide first-level technical support to clients by responding to inquiries and resolving client issues in a timely manner.
• Troubleshoot and diagnose technical problems, providing effective solutions to ensure client satisfaction.
• Document and track client interactions and resolutions in the designated systems.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Explain complex technical concepts in simple, clear language appropriate to clients.
• Monitor, measure, and optimize individual and combined utilization of application, hardware, software, and telecommunications components to meet client needs.

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 supporting customers in a high-volume, metrics-driven technical support environment involving hardware, software, web applications, or network connectivity.
• 2+ years of experience troubleshooting technical issues using diagnostic steps, case documentation, and customer communication across multiple support interactions.
• Experience using ticketing, customer relationship management, remote support, or knowledge management tools to document issues and resolutions.
• Any combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience in the financial services industry.
• Experience troubleshooting point-of-sale systems, payment devices, peripherals, or merchant-facing technology in a support, retail, hospitality, or service environment.
• Experience troubleshooting payment processing, Europay, Mastercard, and Visa (EMV), or card-present transaction issues.
• Experience supporting small business merchants with device setup, peripheral pairing, or connectivity troubleshooting.

Salary Range

$37,400.00 - $50,600.00

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

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

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 AskHR.US@fiserv.com. 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.