POS Technical Support Representative

Overview

Shift4 (NYSE : FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit shift4.com.

Responsibilities

A POS Technical Support Representative is expected to work with customers to identify terminal / POS system problems. They should achieve resolution by analyzing call logs to notice common trends and underlying problems and by applying a logical thought process to the troubleshooting they are performing based on the training they have been given. They should support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. These interactions should be coordinated and real-time. Representatives are also expected to acquire an in-depth understanding of the software and equipment customers are using accompanied by good interpersonal and customer service skills.

• Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives.
• Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Improve terminal performance by identifying problems; recommending changes.
• Diagnose customer issues through process of elimination by asking probing questions.
• Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Receive & resolve inbound calls, emails, chats, tasks, & tickets.
• Maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; complete projects under tight deadlines even when there are competing requirements and changes in assignments.
• As a Support Technician, you may occasionally be asked to perform other duties not included in this job description.
• Demonstrate exemplary performance and attendance.
• Must be flexible in work hours for 24 / 7 Call Center needs.

Shift

Tuesday-Saturday : 2 : 30pm – 11pm EST

Qualifications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and / or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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