Client Support Specialist

About the role

As a Client Support Specialist, you will provide day-to-day support for Merchant Services clients who use Fiserv payment solutions to serve their customers. You will work across phone, email, and online chat channels to research issues, resolve inquiries, and guide clients on available platform capabilities. This role is important to client satisfaction, first-call resolution, and helping merchants use Fiserv tools effectively to support business growth.

Responsibilities

• Serve as a primary point of contact for merchant day-to-day inquiries and own issue resolution through completion.
• Research and resolve client questions by navigating Merchant Services platforms and subsystems, including North, South, proprietary, and TSYS applications.
• Respond to merchant issues related to interchange and chargeback compliance, billing, funding, batch detail reporting, e-Commerce products, and reporting tools.
• Explain BAMS systems and product reporting to merchants to address questions and resolve concerns.
• Support merchants with point-of-sale (POS) and PC equipment questions and troubleshoot product and reporting issues.
• Complete routine account-related support for banking partners, investigate service requests, and provide timely issue resolution across billing, reporting, payments, products, and solutions.

Requirements

• 2+ years of experience in a contact center, client support, customer service, or Merchant Services environment handling client inquiries and issue resolution.
• 2+ years of experience using call center policies and procedures to manage service interactions across phone, email, and chat channels.
• Experience using computer-based systems to research account activity, document case details, and resolve merchant support issues across multiple platforms.
• Ability to explain billing, reporting, payment, and product information to clients and train users on back-office tools as applicable.
• High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience.

Qualifications

• Experience supporting Merchant Services, payment processing, or acquiring clients.
• Experience with TSYS, BAMS, or similar payment platform applications.
• Experience supporting interchange, chargebacks, funding, or batch reporting inquiries.
• Experience supporting POS or PC equipment in a client-facing environment.

Skills

• Excellent communication skills.
• Strong problem-solving abilities.
• Ability to multitask and prioritize tasks effectively.
• Knowledge of Fiserv Merchant Services platforms and applications.

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.
• Tuition assistance and reimbursement program.

Pay

$34,800.00 - $50,600.00 These pay ranges apply to employees in Colorado, Hawaii, Illinois, Nevada, Rhode Island, Vermont and Washington. Pay ranges for employees in other states may differ.

Schedule

This role is on-site Monday through Friday.

Benefits

• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Paid parental, caregiver, and military leave.

Application Instructions

Candidates with experience in Client Support, Customer Service, Customer Success, Account Support, Technical Support, Hospitality (Server/Cashier), Retail, Customer Care, Contact Center, Call Center, Help Desk, Account Management, Financial Services, Merchant Services, Point-of-Sale (POS) Systems, Troubleshooting, Issue Resolution, CRM Systems and Customer Retention are encouraged to apply!