Technical & SaaS Client Specialist

About the role

Fiserv, a global leader in fintech and payments, is hiring a Technical & SaaS Client Specialist in North Sydney. You will support internal and external partners on a wide range of topics, manage trending issues and give Product, Developers and Operations teams insight into the merchant experience. You will lead technical discussions in a customer-facing capacity and communicate findings clearly to audiences with varying technical backgrounds.

Key responsibilities

• Provide 2nd-level support for SaaS platforms and payment terminals (remote and onsite), resolving incidents within defined SLAs
• Resolve merchant and partner queries on transactions, settlement, funding and system functionality, and process non-standard service requests within agreed timelines
• Support staff onboarding and ongoing development, giving feedback to call centre and operations teams
• Create and maintain clear documentation for new and existing procedures
• Partner with terminal management on installations, decommissioning and lost or stolen terminal cases
• Work with product and sales teams on new features, client onboarding and cross-functional initiatives
• Collaborate across the APAC region to share best practices and raise service standards for merchants in the Clover ecosystem
• Act as an informal subject matter expert for initiatives such as new Clover devices, app implementations and merchant migrations

Required profile

• Proven experience in a fintech, SaaS or payment technology environment
• Strong technical troubleshooting, analytical and communication skills
• Experience with incident management, client onboarding and terminal lifecycle processes
• Able to work independently and collaborate across regions and departments
• Comfortable being a go-to expert for evolving products, tools and systems
• Verbal and writing skills for communicating with different audiences

Required skills

• At least 2 years of direct experience analysing data with Excel and/or SQL querying
• At least 2 years of experience initiating and driving projects to completion with minimal guidance