Hardware Operations & Client Support Specialist

Job description

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 Hardware Operations & Client Support Specialist About your role: Fiserv delivers technology solutions that help financial institutions and businesses move money and manage commerce with speed and confidence. Within Hardware Services, this role supports day-to-day hardware operations through order management, case resolution, and logistics coordination across the full service lifecycle. You will help ensure accurate processing, timely fulfillment, and effective resolution of client and operational issues while partnering across teams to support service quality and SLA performance. What you’ll do: Manage the end-to-end hardware order lifecycle, including order entry, order updates, cancellations, shipment tracking, replacements, repairs, and returns. Create, monitor, and resolve cases in Salesforce and shared support channels, ensuring accurate documentation, proper routing, and timely closure aligned to SLA expectations. Investigate and resolve order, shipping, inventory, and device-related issues, including delayed shipments, incorrect deliveries, lost packages, and equipment discrepancies. Coordinate shipping and logistics activities with carriers and warehouse teams, including reroutes, delivery corrections, claims, and tracking updates. Provide operational support for hardware devices and transaction-related issues, escalating to specialized teams when required. Partner with Deployment, Maintenance, IT, Billing, and Logistics teams to drive issue resolution, clarify ownership, and maintain alignment on service delivery. Support inventory lifecycle activities, including tracking, reconciliation, return validation, and replacement equipment availability. Identify and escalate system defects, process gaps, and operational risks to support resolution and continuous improvement. Manage daily queues, shared inboxes, and operational trackers to prioritize work and maintain visibility into open items. Participate in SLA reporting, operational reviews, and performance tracking to support compliance and process improvement. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you’ll need to have: 2+ years of experience in Salesforce case management, ticket routing, and activity documentation. 2+ years of experience in order management processes, including order entry, updates, cancellations, and returns. 2+ years of experience in shipment tracking, carrier coordination, logistics support, and delivery issue resolution. 2+ years of experience in inventory tracking, reconciliation, and hardware replacement workflows. 2+ years of experience in using operational support tools, shared inboxes, and queue management systems in a high-volume environment. 2+ years of experience in documenting cases, service requests, and follow-up actions in accordance with defined procedures and SLA requirements. 2+ years of experience in supporting hardware operations, device issue triage, and escalation management. 2+ years of equivalent combination of educational background, related experience, and/or military experience Experience that would be great to have: Experience supporting payment hardware, point-of-sale devices, or merchant service equipment. Experience with OneSource or similar enterprise operational systems. Experience reviewing SLA metrics, operational reporting, and service performance trends. Experience coordinating with cross-functional teams across billing, deployment, logistics, and technical support. Experience handling client escalations in a hardware fulfillment or service operations environment. Thank you for considering employment with Fiserv. Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note to agencies: Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions. Warning about fake job posts: Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.