SMB Merchant Installation & Training Team

Fiserv•Coral Springs, FL

14d•Remote

About The Position

About your role: As a Client Support Tier 2 – Sr Associate III, you will provide advanced technical and product support to new and existing clients, ensuring their processing equipment and solutions are installed, configured and functioning as intended. You will partner closely with Business Consultants and cross-functional support teams to resolve complex issues, correct setup errors and educate clients on key requirements, helping them get maximum value from their payment solutions.

Requirements

2+ years of experience in client support, technical support or onboarding in a financial services, payment processing, telecommunications or similar technology-driven environment.
2+ years of experience working with technology-related products, hardware or software installations, or equipment configuration in a client-facing context.
Demonstrated experience using CRM systems and standard PC tools (including Microsoft Excel and PowerPoint) to document, track and communicate client issues and resolutions.
Proven ability to manage multiple priorities, organize daily work against scheduled appointments and solve problems independently while meeting individual and team goals.
Experience communicating clearly with both internal stakeholders and external clients, including explaining technical information in an accessible way.
High school diploma or equivalent combination of education, related experience and/or military experience.

Nice To Haves

Experience with payment processing products, platforms, systems or related operational areas.
Background in technical field installations, on-site deployments or remote installation support.
Bilingual proficiency in English and Spanish, with the ability to support Spanish-speaking clients.
Experience analyzing client or industry metrics and trends to identify risks, opportunities or process improvements.

Responsibilities

Deliver professional onboarding support for new clients and Business Consultants, including setup, installation and training on processing equipment.
Manage scheduled installation appointments and warm transfers from other support teams, ensuring timely resolution of client needs.
Assist and support Business Consultants with complex installation requirements and account setup questions.
Educate clients on value-added products and services to drive adoption and optimize their processing capabilities.
Review client pricing structures, transaction volume, funding, batching and statement details to validate accuracy and identify issues.
Identify and correct boarding errors and configuration issues impacting client processing or reporting.
Educate clients on Payment Card Industry (PCI) compliance requirements and guide them through the steps necessary to achieve and maintain compliance.
Prioritize daily workload in alignment with scheduled appointments and collaborate with client retention teams to address attrition risks.
Navigate multiple customer relationship management (CRM) systems and associated platforms to research, document and resolve client issues.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

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.