Shift4 is hiring a
POS Support Representative I

Summary

Join Shift4's team as a POS Technical Support Representative and contribute to simplifying complex payments ecosystems across the world. As a key member of our customer support team, you will work with customers to identify terminal/pos system problems, achieve resolution by analyzing call logs and applying logical thought processes, and provide exceptional customer service through various communication channels.

Requirements

• High school diploma or equivalent is required
• 2+ years Technical Support/troubleshooting experience
• Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus
• Excellent listening, written, and verbal communication skills
• Strong problem-solving skills with proficient attention to detail
• Must be able to handle multiple tasks at once in a fast-paced call center environment
• Interact and coordinate with other departments to resolve customer issues
• Ability to adapt to and implement change
• Creative and forward-thinking
• Proficient in relevant computer applications
• Bilingual (English/Spanish) is a plus, but not required
• Experience in the banking or credit card processing industry preferred
• Knowledge of customer service core principles and practices
• Familiarity with the Microsoft Office Suite

Responsibilities

• 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
• This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments
• As a Support Technician, you will occasionally be called upon to perform other duties not included in this job description
• Demonstrate exemplary performance & attendance
• Must be flexible in work hours for 24/7 Call Center needs