Clover Technical Support Specialist

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

Experience you’ll need to have:

• 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.

Experience that would be great to have:

• 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.

How you’ll work:

• 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 works