Technical & SaaS Client Specialist

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

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.

Technical & SaaS Client Specialist

About the Role:

As a Technical & SaaS Client Specialist, you will drive excellence for our organization when providing support to both internal and external partners on a complex range of topics. You will manage trending issues and provide internal teams (Product, Developers, Operations etc.) with insight into the merchant experience. We are looking for an analytical and innovative thinker who is able to quickly isolate the cause and impact of time-sensitive issues. You will be leading technical discussions in a customer facing capacity. Candidates must communicate findings in a clear and concise manner to audiences of varying technical backgrounds. Ideal candidates will proactively identify gaps in our product and processes, keep relevant stakeholders informed, and drive projects to completion with minimal guidance.

What You Will Do:

• 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.

What You Will Need To Have:

• 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.

• Ability to work independently while collaborating across regions and departments.

• Comfortable acting as a go-to expert for evolving products, tools, and systems.

• Verbal and Writing skills to effectively communicate with different types of audiences.

• Min 2 years direct experience with data analysis using Excel and/or SQL querying

• Min 2 years direct experience initiating and driving projects to completion with minimal guidance while adjusting to rapidly changing requirements

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.