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 and logs to deliver clear, root-cause fixes. Success means ramping quickly to advanced case types within 3–6 months, balancing first-contact resolution, quality, and merchant confidence.
What you’ll do:
- Assist with device preferences, configuration, and best-practice usage tailored to their business.
- Diagnose across hardware, firmware/app versions, peripherals, and networks (Wi Fi/Ethernet); verify configurations and compatibility; execute fixes using remote diagnostics and web portal tools.
- Troubleshoot equipment and processing errors while capturing and analyzing error data to distinguish root cause.
- Coordinate cross-functionally with internal service teams to deliver concise root cause analyses (RCAs) and proactively update case status until closure.
- Commit to deliver high quality outcomes; you will balance first-contact resolution on complex issues with quality and merchant satisfaction.
- Think in systems, not symptoms; you will connect dots across devices, networks, and payments flows.
Experience you’ll need to have:
- Demonstrated technical troubleshooting experience supporting hardware, software, web applications and APIs, and networks in a customer-facing or call center environment.
- Experience with networking fundamentals (Wi Fi/Ethernet troubleshooting) .
- Experience with basic operating system concepts (and device/peripheral setup and compatibility.
- Experience reading logs and interpreting error codes; familiarity with web portals and concepts like API response status codes.
- High school diploma or general equivalency degree
Experience that would be great to have:
- Point of Sale or payments support experience including merchant acquiring, terminals, peripherals, Europay, Mastercard, and Visa.
- Evidence of complex case ownership, RCAs, and knowledge base contributions in metrics driven environment.
- Certifications or training (e.g., CompTIA A+/Network+, ITIL Foundation).
- Experience with Android operating systems.
- Issue ownership and crisp communication, you will coordinate the right people and keep merchants informed.
How you’ll work:
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
- This role requires flexibility to work overtime that includes weekends and holidays.
- This role requires the following home computer and audio equipment requirements:
- Speed/Stability Requirements- 30mbps download, 15mbps upload, less than 50ms average latency, cannot exceed 125ms max latency and hardwired directly to router.
- ISP requirements- no cellphone tower-based internet such as T-Mobile 5G or Verizon 5G home internet due to high latency and fluctuating network conditions. The only recommended Internet service types are fully wired-based connections including DSL, Broadband, Cable, and Fiber Optic services.
- Local Network Requirements- no community-based internet such as networks provided by apartment complexes. The issue primarily lies in CGNAT (Carrier-Grade NAT) is a variant of NAT that is used by internet service providers (ISPs) to provide internet access to their customers. CGNAT works by allowing multiple customers to share a single, public IP address. Agents should have their own ISP and their own router.
Sponsorship:
- 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.
Benefits at Fiserv:
- 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
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R-10382075
