Resolve merchant technical issues in a high-volume support environment by diagnosing hardware, software, web portal, peripheral, and network-related concerns.
Guide merchants through device activation, setup, configuration, and feature usage based on business needs and supported Clover workflows.
Troubleshoot point-of-sale transactions, payment processing issues, and system errors by reviewing symptoms, configurations, and available diagnostic information.
Use remote diagnostic tools, support systems, and internal resources to identify root causes and complete or coordinate issue resolution.
Document support interactions, troubleshooting steps, resolutions, and follow-up actions in ticketing or customer relationship management systems.
Partner with internal teams to escalate and track multi-issue cases, provide status updates, and support timely case closure.
Contribute to process and knowledge improvements by identifying recurring issues and supporting updates to reference materials and support documentation.

2+ years of experience supporting customers in a high-volume, metrics-driven technical support environment involving hardware, software, web applications, or network connectivity.
2+ years of experience troubleshooting technical issues using diagnostic steps, case documentation, and customer communication across multiple support interactions.
Experience troubleshooting point-of-sale systems, payment devices, peripherals, or merchant-facing technology in a support, retail, hospitality, or service environment.
Experience using ticketing, customer relationship management, remote support, or knowledge management tools to document issues and resolutions.
Associate's Degree in information technology, business, a related field, or equivalent combination of education, related experience and/or military experience.

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.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.

Technical Support Specialist

Key skills