• Establish realistic goals and implement action plans for achieving set objectives for new business implementations • Guide and direct project team members to ensure compliance with set standards, procedures and guidelines • Ensure availability of financial, material and human resources required to complete a project successfully • Evaluate progress to detect limitations or faults to seek solutions to a more efficient process • Develop internal/external communication strategies useful in ensuring communication between various departments of the organization and clients • Use specialized tools and techniques to delegate and ensure even distribution of tasks to project team members • Participate in educational programs to update job knowledge and expand personal network • Motivate team members to meet project goals by effectively carrying out their responsibilities • Offer effective solutions to meet set targets and satisfy client requirements • Manage every aspect of projects, including planning, communication, risk assessment and resources • Create a collaborative, enjoyable work environment that is conducive to effective creative thinking

• Own the successful execution of implementation projects for new and existing customers, ensuring a smooth and timely transition from sales to full product implementation. • Collaborate with customers to gather requirements and align on the solution design to meet their business objectives. • Serve as a product expert to customers and internal teams, providing consultation on best practice recommendations. • Configure the solution based on client requirements, ensuring that all necessary features and functionality are set up correctly. • Ensure thorough testing of configuration to ensure the system works as expected and resolve any issues that arise. • Identify and resolve any technical issues that arise during the implementation process, collaborating with Product and Engineering teams when necessary. • Define, maintain, and track project timelines to ensure on-time, in-scope, and under-budget implementations. • Maintain clear project documentation and updates to keep all teams aligned with status, progress, and outcomes. • Work closely with the Customer Success, Product, and Sales teams to ensure seamless communication and alignment during the implementation process.

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 SMB Merchant Installation & Training Team About your role: As a Client Support Tier 2 – Sr Associate III, you will provide advanced technical and product support to new and existing clients, ensuring their processing equipment and solutions are installed, configured and functioning as intended. You will partner closely with Business Consultants and cross-functional support teams to resolve complex issues, correct setup errors and educate clients on key requirements, helping them get maximum value from their payment solutions. What you'll do: - Deliver professional onboarding support for new clients and Business Consultants, including setup, installation and training on processing equipment. - Manage scheduled installation appointments and warm transfers from other support teams, ensuring timely resolution of client needs. - Assist and support Business Consultants with complex installation requirements and account setup questions. - Educate clients on value-added products and services to drive adoption and optimize their processing capabilities. - Review client pricing structures, transaction volume, funding, batching and statement details to validate accuracy and identify issues. - Identify and correct boarding errors and configuration issues impacting client processing or reporting. - Educate clients on Payment Card Industry (PCI) compliance requirements and guide them through the steps necessary to achieve and maintain compliance. - Prioritize daily workload in alignment with scheduled appointments and collaborate with client retention teams to address attrition risks. - Navigate multiple customer relationship management (CRM) systems and associated platforms to research, document and resolve client issues. - 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 client support, technical support or onboarding in a financial services, payment processing, telecommunications or similar technology-driven environment. - 2+ years of experience working with technology-related products, hardware or software installations, or equipment configuration in a client-facing context. - Demonstrated experience using CRM systems and standard PC tools (including Microsoft Excel and PowerPoint) to document, track and communicate client issues and resolutions. - Proven ability to manage multiple priorities, organize daily work against scheduled appointments and solve problems independently while meeting individual and team goals. - Experience communicating clearly with both internal stakeholders and external clients, including explaining technical information in an accessible way. - High school diploma or equivalent combination of education, related experience and/or military experience. Experience that would be great to have: - Experience with payment processing products, platforms, systems or related operational areas. - Background in technical field installations, on-site deployments or remote installation support. - Bilingual proficiency in English and Spanish, with the ability to support Spanish-speaking clients. - Experience analyzing client or industry metrics and trends to identify risks, opportunities or process improvements. How you'll work: - This role is on-site Monday through Friday 8pm-6pm EST for the first 8 weeks for training. After on site training concludes the role will shift to a remote schedule but you must reside near the Coral Springs, FL or the Hagerstown, MD office - This role requires use of a computer and audio equipment. Sponsorship: You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role. Benefits at Fiserv: - 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. Salary Range: $40,000.00-$50,500.00 These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. 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 Equal Opportunity: 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. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information. 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.

Job Summary: At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, crews rely on Helm CONNECT every day, and we don’t take that lightly. We’ve grown from a small start-up on Canada’s west coast into a global leader in maritime software by doing things differently: caring deeply about our customers, taking ownership, and building solutions that actually work in the real world. That’s The Helm Way. Job Description: We’re looking for an Implementation Consultant – Maintenance to join our Professional Services team Your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution. Additional responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives. As an Implementation consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance. In this position you will join a small but growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team. Your Responsibilities & Key Tasks · Work with Helm project managers to develop implementation plans. · Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome. · Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products. · Configure systems and data to satisfy the client’s business processes. · Conduct formal training for our clients and business partners. · Discover additional product or training needs our customers may have. · Capture and clearly communicate requirements for custom development requests. · Record each contact with our customers accurately and in a clear, concise, and understandable format. · Expected to become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance. · Provide outstanding product support for our customers and business partners. · Keep the Helm team up-to-date on project status, challenges, risks and opportunities. · Enter all billable and non-billable time accurately on a daily basis. · Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards. · Perform quality assurance (QA) related to requirements identified during solution design. Success Factors · Become an expert on our customers in the workboat industry and their sub verticals, such as harbour docking, coastal barging, offshore supply vessels, and passenger ferries. · Work to strict schedules and project milestones while maintaining quality of delivery of product or services. · Highly organized and able to manage multiple projects and respond to shifting priorities. · Aptitude to gather information, diagnose and analyze a variety of technical and non- technical issues. · Become fully trained on all applicable Helm products and tools that have been assigned to you. · Maximize billable utilization percentage. · Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys. · Achieve customer-defined success criteria in leading the customer to value as quickly as possible. · Strive to outperform the quarterly and annual KPIs. Your Qualifications · Must have software configuration and related technical skills. · The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner. · Willingness and availability to travel up to 50% of the time. · Must speak English at a native level. · Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy. · Strong task management skills – able to manage multiple shifting priorities at any given time · Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint). · Proficiency leveraging AI to increase accuracy and efficiency · Project Management training through PMI is an asset but not required · University Degree or College Accreditation required Why You’ll Love Working at Helm At Helm, we don’t just keep the world’s maritime operations running, we keep our people growing. You’ll join a company that values ownership, precision, and teamwork as much as it values results. Together We Win – We collaborate to create clarity, not chaos. Own It – We take responsibility, solve problems, and build better every time. Care Deeply – About our work, our people, and the customers we serve. Enjoy the Ride – We take pride in the journey, not just the results. Perks & Benefits · Remote-first flexibility (US-based) · $95,000 USD + annual performance bonus · Company-paid health, dental, and vision benefits from day one · Paid vacation + 5 floater days + birthday day off · Employee Stock Purchase Plan (after 6 months) · Professional development through Helm’s learning programs and development journeys · A supportive, inclusive, and collaborative culture where great ideas are encouraged and acted on *Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted. Total On-Target Earnings (OTE) include base salary plus a target performance bonus.* *As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations. * *Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%. Everyone has unique strengths & weaknesses, and we hire for strengths and potential. * Helm is proudly an Equal Opportunity Employer where everyone is welcome. Everyone brings a different personal story and perspective, and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day. While we thank all candidates who apply, we will be reaching out to candidates who meet the hiring manager’s requirements on their resume.. Worker Type: Regular Number of Openings Available: 1