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

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.

What does a successful Merchant Support & Service Analyst do?

The Merchant Support & Service Analyst at Fiserv is essential for managing end-to-end support for Clover, our leading edge point-of-sale (POS) solution. This role involves providing technical support to merchants for the operating platform, services, and software applications, handling issues through to resolution and ensuring merchant satisfaction. Monitoring trends in issues, proactively resolving problems with relevant internal stakeholders, and enhancing merchant experiences are key responsibilities.

What you will do:

• Receive and log all complaints, issues, and problems from merchants, partners, and service providers via phone or email.
• Manage and close issues and complaints within defined service levels.
• Provide technical support to merchants and partners, driving the resolution of technical and service issues.
• Support complex transactions, settlement, and merchant structure issues to assist and educate key stakeholders.
• Run root cause analysis initiatives in conjunction with internal teams.
• Provide timely reports to internal and external stakeholders on data integrity initiatives, implementations, terminal management, billing, and settlement.
• Ensure accuracy in communication, data, and reports provided to merchants.
• Provide education and training as needed to merchants, stakeholders, and partners.
• Identify unsatisfied merchants and proactively address their concerns to retain their business.

What you will need to have:

• 2-3 years of experience in Technical Support and Customer Service in the POS industry.
• Advanced proficiency in Microsoft Office suite, particularly MS Excel.
• Excellent customer service skills and high attention to detail.
• Strong verbal and written communication skills with the ability to articulate complex technical resolutions effectively.

What would be great to have:

• Experience in integrated solution support (hardware and software) within the payments industry or merchant acquiring field.
• Advanced negotiation and conflict resolution skills.
• Strong decision-making skills.
• Proven history of providing exceptional merchant support and satisfaction.
• Knowledge of business process improvement methods.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.