What does a great CardPointe Support Specialist do at Fiserv?
As a CardPointe Support Specialist, you will report directly to the CardPointe Support Manager. You will provide Tier 1 technical/product support for all of CardConnect’s gateway product and software offerings, including terminal, mobile and software integration support. Provide expertise in the day-to-day functionality of our offerings, work closely with clients to determine their wants and needs, gather relevant client data, customize and deliver demo’s/training’s, as well as work closely with our partner base, Tier 2 support, security, development, and ISV teams to ensure our merchants are processing safe, securely and successfully.
What you will do:
- Providing Tier 1 technical support and troubleshooting to merchants/partners.
- Providing phone, email, and ticket assistance for merchant/partner base.
- Conducting merchant facing demos as directed by management to promote CardConnect brand and mold customer relationships.
- Providing 24/7 on-call support within a group rotation, once every 10-15 weeks.
- Soliciting customer requests for new features and services and works hand in hand with internal teams to implement new features and functionalities.
- Taking appropriate steps to open support cases to resolution in a timely matter.
What you will need to have:
- High School Diploma required.
- 2+ experience with customer service.
- Proficient in Microsoft Office Suite (Excel, Outlook, PowerPoint, etc.).
- Experience working in the financial industry OR technical/troubleshooting.
What would be great to have:
- Bachelor degree preferred.
- 2-3 years of work experience in Merchant Services Field.
- Technical experience with Networking & HTML is a plus.
Important Information About the Role:
- Flexibility to work different shifts.
- Days: Mon-Fri, Weds-Sunday, Saturday-Weds.
- Shifts: 8:30am-5:30pm, 9:30am-6:30pm, 12pm-9pm.
- Flexibility to work after hours/on-call/weekends as needed.
R-10372758
