Hardware Operations & Client Support Specialist

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Serves as a primary client-facing and operational liaison supporting Fiserv Hardware Services through end-to-end order management, case resolution, and logistics coordination. This role is responsible for ensuring accurate processing, timely fulfillment, and effective issue resolution across hardware operations. Acting as an advocate for both Fiserv and its clients, the position partners cross-functionally to meet SLA commitments, protect service quality, and drive client satisfaction in a high-volume support environment.

Serve as a primary point of contact for client service requests, product issues, and operational support needs, ensuring a high level of responsiveness and customer satisfaction.

Manage end-to-end hardware order lifecycle, including order entry, updates, cancellations, shipment tracking, replacements, repairs, and returns.

Create, monitor, and resolve cases in Salesforce and support inboxes, ensuring proper routing, documentation, and timely closure aligned to SLA expectations.

Investigate and resolve order, shipping, and inventory-related issues, including delays, lost shipments, incorrect deliveries, and device discrepancies.

Coordinate shipping and logistics activities, including reroutes, delivery corrections, claims, and tracking updates, in partnership with carriers and internal warehouse teams.

Provide operational and technical support for hardware devices and transaction-related issues, escalating to specialized teams when required.

Act as a liaison across cross-functional teams (Deployment, Maintenance, IT, Billing, and Logistics) to drive issue resolution, clarify ownership, and maintain alignment.

Ensure all required documentation and intake requirements are accurate and complete to prevent delays, rework, and downstream processing issues.

Support inventory lifecycle activities including tracking, reconciliation, return validation, and availability of replacement equipment.

Identify and escalate system defects, process gaps, and operational risks, partnering with leadership and technical teams for resolution and continuous improvement.

Manage daily queues, shared inboxes, and operational trackers to prioritize workload, maintain visibility, and ensure timely follow-up on open items.

Participate in SLA reporting, operational meetings, and performance tracking to support compliance and ongoing process improvement.

Maintain clear, professional communication with clients, internal stakeholders, and external partners to ensure transparency and effective issue resolution.

Document all client interactions, case activity, and follow-up actions in accordance with established procedures and compliance standards.

Required Competencies

Strong organizational and problem-solving skills with the ability to manage high-volume workloads and competing priorities

Effective written and verbal communication skills with a client-focused mindset

Proven ability to collaborate across cross-functional teams and manage stakeholder expectations

High attention to detail in order processing, case management, documentation, and logistics coordination

Ability to independently manage escalations, troubleshoot complex issues, and drive resolution

Proficiency in operational systems and tools (Salesforce, OneSource, logistics platforms, and support