Senior Client Tech Support Associate

This is a fully remote position, open to applicants in Arizona, +18 more states.

📋 Description

• Deliver first-level technical assistance to clients by addressing inquiries and resolving issues promptly.

• Identify and diagnose technical challenges, offering effective solutions to ensure client satisfaction.

• Record and monitor client interactions and resolutions within designated systems.

• Work collaboratively with cross-functional teams to escalate and resolve intricate technical problems.

• Articulate complex technical concepts in straightforward, clear language suitable for clients.

• Oversee, assess, and enhance the use of applications, hardware, software, and telecommunications components to fulfill client requirements.

• Assist merchants and employees with account access, password resets, reports and transactions, website navigation, online ordering, payment processing issues, setup and configuration, as well as troubleshooting errors.

• Support users in integrating and maximizing the benefits of Fiserv's digital products.

⛳️ Requirements

• A minimum of 2 years of experience providing support to customers in a high-volume, metrics-driven technical support environment related to hardware, software, web applications, or network connectivity.

• At least 2 years of experience troubleshooting technical issues utilizing diagnostic procedures, case documentation, and customer communication through multiple support interactions.

• Proficiency in using ticketing, customer relationship management, remote support, or knowledge management tools to document problems and their resolutions.

• Any combination of educational background, relevant experience, and/or military service.

• Experience within the financial services sector.

• Background in troubleshooting point-of-sale systems, payment devices, peripherals, or merchant-facing technology in support, retail, hospitality, or service settings.

• Familiarity with troubleshooting payment processing, Europay, Mastercard, and Visa (EMV), or card-present transaction challenges.

• Experience assisting small business merchants with device setup, peripheral pairing, or connectivity troubleshooting.

🏝️ Benefits

• Equal Opportunity Employer

• Reasonable accommodation during the application and hiring process