POS Support Representative II

3 weeks ago

Morrisville, United States Shift4 Full time
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 www.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.
  • Listening attentively to customer needs and concerns; demonstrate empathy while
    maximizing opportunity to build rapport with the customer.
  • Improve system 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 and resolve inbound calls, emails, chats, tasks, and 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 Support Center needs, including weekends,
    holidays, and overnights.
  • Must participate in an on-call rotation.

Qualifications
  • High school diploma or equivalent is preferred.
  • Experience working with a Hospitality POS is required.
  • Must report to the NJ office every day.
  • 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.
  • We are looking for individuals who are comfortable on the phone and in-person for
    meetings, be proficient in MS-Office and be willing to do what it takes to help the
    team win. We will be evaluating candidates based on how they interview, prior
    experiences, knowledge and references.

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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