CardPointe Support Specialist

About the role

We're Fiserv, a global leader in fintech and payments. As a CardPointe Support Specialist, you'll provide Tier 1 technical and product support for CardConnect gateway products and software offerings. Your work ensures businesses can process payments safely, securely, and successfully.

Responsibilities

• Provide Tier 1 technical and product support to merchants and partners for CardPointe and CardConnect gateway solutions, including terminal, mobile, and software integrations.
• Respond to inbound phone calls, emails, and ticket requests, documenting issues and resolutions with clear and accurate case notes.
• Troubleshoot merchant and partner issues by gathering required data, replicating problems when appropriate, and escalating to Tier 2 support or development teams when needed.
• Deliver merchant-facing product demonstrations and training, as directed by management, to support product adoption and strengthen customer relationships.
• Capture and document customer requests for new features and services and partner with internal teams to support implementation of new functionality.
• Follow defined service level agreements (SLAs) and operational procedures to resolve support cases in a timely and professional manner.

Requirements

• 2+ years of experience in customer support, client support, technical support, or a related service role working directly with external customers.
• 2+ years of experience troubleshooting software, hardware, or payment processing issues in a contact center, operations, or financial services environment.
• Experience using Microsoft Office applications, including Outlook, Excel, and PowerPoint, or similar productivity tools to communicate, track work, and prepare basic reports.
• Experience working assigned shifts with flexibility to support schedule changes.
• A high school diploma or equivalent, or equivalent combination of education, related experience and/or military experience.

Qualifications

• Experience in merchant services, payment processing, or card-present and card-not-present transaction support is a plus.
• Experience with basic networking concepts, such as Internet Protocol (IP) addresses, ports, or firewalls, in a support environment is a plus.
• Experience with HyperText Markup Language (HTML) in a support context is a plus.
• Experience using ticketing or case management tools in a structured support or operations environment is a plus.

Skills

• Excellent communication skills, both written and verbal.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and manage multiple tasks simultaneously.
• Attention to detail and ability to follow instructions accurately.

Benefits

At Fiserv, we offer a comprehensive benefits package including:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• 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.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.