Clover Technical Support Specialist

Fiserv

2d•Remote

About The Position

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 Clover Technical Support Specialist Clover Technical Support Specialist About your role: You will be the primary technical point of contact for small businesses using Clover® from Fiserv point of sale (POS) systems. You will own complex, multi-issue cases end-to-end—diagnosing across devices, apps, peripherals, and networks and use remote diagnostics to deliver clear, root-cause fixes. Success means balancing first-contact resolution, quality, and merchant confidence. What you’ll do: Resolve merchant issues in a high-volume inbound call center while balancing first-contact resolution, quality, and a great experience. Set up and educate new merchants; assist with device activation, preferences, configuration, and best-practice usage tailored to their business. Diagnose and resolve hardware, firmware/app versions, peripherals (printers, scanners, cash drawers, displays), and networks (Wi‑Fi/Ethernet); verify configurations and compatibility; execute fixes using remote diagnostics and web portal tools. Troubleshoot card-present payments and processing errors; interpret error codes/logs to distinguish root cause across devices, apps, and connectivity. Guide merchants through the Clover web portal for transactions, funding/settlement, Software as a Service fees, Native and 3rd Paty Application fees, and business reporting; educate on features and secure practices. Own complex multi-issue cases end-to-end when needed: coordinate with internal teams, deliver concise root cause analyses, and keep merchants updated until closure. Document accurately and consistently in our ticketing/CRM; contribute to knowledge base articles and updates. How success will be measured: Adhere to required call center KPI’s (Quality, First Call Resolution, Customer Satisfaction, Average Handle time, and Hold Time) Evidence of case ownership and clear communication Proactive collaboration with internal and external clients

Requirements

2+ years in a high-volume, customer facing, metrics-driven technical support call center (inbound) supporting hardware, software, web applications, and networks.
1+ year supporting POS or payments in a merchant-facing environment (payment processing, EMV, peripherals, device lifecycle) or equivalent hands-on POS troubleshooting experience.
Networking fundamentals with practical troubleshooting: Wi‑Fi/Ethernet connectivity; router/AP basics in supporting small business environments.
Familiarity with basic operating system concepts; device/peripheral pairing and setup (Bluetooth/USB), firmware/app versioning, and compatibility.
Ability to read logs and interpret error/status codes; comfort with web portals and understanding API response concepts.
Strong customer empathy and clear, concise verbal and written communication for both technical and nontechnical audiences.
Discipline in documentation and follow-through; growth mindset and coachability.
Coverage includes evenings, nights, weekends, and holidays on a rotational basis; overtime may be required based on demand.
Remote work within approved locations; quiet, secure workspace.
Home network requirements to support reliable call quality and diagnostics: Minimum speeds: 30 Mbps download, 15 Mbps upload; average latency under 50 ms. Required: hardwired ethernet to the router for stability; fully wired ISP (DSL, cable, fiber). Cellular tower–based home internet is not recommended. Candidates will be asked to validate connection quality and stability from the intended workspace.
PCI DSS awareness and secure handling of sensitive data are required.
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Experience with Clover from Fiserv, or other POS platforms (Toast, Square, Lightspeed, NCR, Shopify) and merchant acquiring concepts.
2+ years’ supporting POS or payments in a merchant-facing environment (payment processing, EMV, peripherals, device lifecycle) or equivalent hands-on POS troubleshooting experience.
Credit card processing knowledge
Evidence of complex case ownership, RCAs, and knowledge base contributions.

Responsibilities

Resolve merchant issues in a high-volume inbound call center while balancing first-contact resolution, quality, and a great experience.
Set up and educate new merchants; assist with device activation, preferences, configuration, and best-practice usage tailored to their business.
Diagnose and resolve hardware, firmware/app versions, peripherals (printers, scanners, cash drawers, displays), and networks (Wi‑Fi/Ethernet); verify configurations and compatibility; execute fixes using remote diagnostics and web portal tools.
Troubleshoot card-present payments and processing errors; interpret error codes/logs to distinguish root cause across devices, apps, and connectivity.
Guide merchants through the Clover web portal for transactions, funding/settlement, Software as a Service fees, Native and 3rd Paty Application fees, and business reporting; educate on features and secure practices.
Own complex multi-issue cases end-to-end when needed: coordinate with internal teams, deliver concise root cause analyses, and keep merchants updated until closure.
Document accurately and consistently in our ticketing/CRM; contribute to knowledge base articles and updates.

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