Merchant Support & Service Analyst - POS Solutions

at  Fiserv Inc

WHAT YOU SHOULD KNOW ABOUT US:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine’s “World’s Most Admired Companies™” 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

• Receive and log all complaints, issues, and problems from merchants, partners, and service providers via phone or email.
• Manage and close issues and complaints within defined service levels.
• Provide technical support to merchants and partners, driving the resolution of technical and service issues.
• Support complex transactions, settlement, and merchant structure issues to assist and educate key stakeholders.
• Run root cause analysis initiatives in conjunction with internal teams.
• Provide timely reports to internal and external stakeholders on data integrity initiatives, implementations, terminal management, billing, and settlement.
• Ensure accuracy in communication, data, and reports provided to merchants.
• Provide education and training as needed to merchants, stakeholders, and partners.
• Identify unsatisfied merchants and proactively address their concerns to retain their business.