Fintech SaaS Client Specialist – Technical Support

First Data; North Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Fiserv in Australia is seeking a Technical & SaaS Client Specialist to deliver 2nd-level support for SaaS platforms and payment terminals, resolve merchant queries, and drive improvements across product and operations. You will guide onboarding, provide expert insights, and collaborate with regional teams to raise service standards.

The role requires strong technical troubleshooting, data analysis with Excel/SQL, and proven ability to manage incidents with minimal supervision across regions.

Qualifications

• Fintech, SaaS, or payment tech experience required.
• Strong troubleshooting, analytical and communication abilities.
• Experience with incident management and onboarding of clients.
• Ability to work independently across regions and departments.
• Comfort as go-to expert for evolving products and systems.
• Excellent verbal and written communication for varied audiences.
• Minimum 2 years data analysis with Excel and/or SQL.
• Minimum 2 years driving projects to completion with minimal guidance.

Responsibilities

• Technical Support & Incident Management: Provide 2nd-level support for SaaS platforms and payment terminals (remote and onsite), managing incident resolution within defined SLAs.
• Client Operations: Resolve merchant and partner queries related to transactions, settlement, funding, and system functionality. Process non-standard service requests within agreed timelines.
• Training & Feedback: Support the onboarding and ongoing development of staff, delivering feedback to call centre and operations teams to ensure quality service.
• Documentation & Knowledge Management: Create and maintain clear, accurate documentation for new and existing procedures to ensure consistent execution across teams.
• Terminal Lifecycle Support: Partner with terminal management teams on installations, decommissioning, and handling lost or stolen terminal cases.
• Collaboration: Work closely with product and sales teams on new feature rollouts, client onboarding, and cross-functional initiatives.
• Regional Leadership: Collaborate across the APAC region to share best practices, drive consistency, and elevate service standards for new and existing merchants in the Clover ecosystem.
• Strategic & Tactical Support: Act as an informal subject matter expert for strategic and tactical initiatives, including new Clover device launches, app implementations, and merchant migrations.

Skills

Technical troubleshooting

Analytical skills

Communication skills

Incident management

Client onboarding

Terminal lifecycle

Independent collaboration

SQL querying

Excel data analysis

Project delivery

Job description

Fiserv in Australia is seeking a Technical & SaaS Client Specialist to deliver 2nd-level support for SaaS platforms and payment terminals, resolve merchant queries, and drive improvements across product and operations. You will guide onboarding, provide expert insights, and collaborate with regional teams to raise service standards.

The role requires strong technical troubleshooting, data analysis with Excel/SQL, and proven ability to manage incidents with minimal supervision across regions.