Technical Support Specialist

Fiserv • Hagerstown, MD • 1d ago

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

What does a successful Technical Support Specialist do at Fiserv?

A successful Technical Support Specialist provides efficient resolution of inquiries and issues from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants. This role is vital for maintaining high customer satisfaction and retention through excellent service and effective problem resolution. The associate leverages strong problem-solving skills, technical knowledge, and communication abilities to assist clients in utilizing our products and services.

What you will do:

Handle 500+ inbound phone calls per month from various clients, including Wells Fargo Bankers and Merchants.

Diagnose hardware and software issues, guiding clients through troubleshooting steps to resolution.

Facilitate PCI compliance conversations and answer product questions.

Provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads, and train customers.

Assist clients with Wi-Fi connectivity issues for devices, providing step-by-step guidance for setup and troubleshooting network problems.

Independently perform rate reviews and pricing negotiations, balancing company needs with customer retention.

Execute refund negotiations with responsible application of high-level refund empowerment.

Perform account maintenance tasks, which include updating client information, issuing call tags, adding/removing equipment, and modifying terminal features.

Troubleshoot equipment issues and provide technical support for hardware and software-related concerns, ensuring functionality and optimal performance.

Document and track support requests in the system and communicate updates to clients throughout the troubleshooting process.

What you will need to have:

1-2 years of customer service experience with high expectations for ownership of issues.

High School Diploma or equivalent and/or equivalent military experience.

1-2 years of experience in technical support, customer service, or related fields with experience in high-volume workflows.

Ability to work a 12:30 PM to 9:00 PM schedule.

What would be great to have:

4+ years of experience in Merchant Services or Customer Service.

Technical background to assist with troubleshooting equipment issues.

Knowledge of MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.

Proficient understanding of hardware, software, and network concepts.

Strong understanding of using ticketing systems and Microsoft Office Suite

Salary Range:

$44,400.00-$55,500.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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.

Fiserv

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