POS Support Specialist

2 weeks ago

Morrisville, United States Shift4 Full time
Job Title: POS Support Representative II

Overview

Shift4 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.

We are seeking a highly skilled POS Support Representative II to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our customers.

Responsibilities
  • Provide technical support to customers via phone, email, and chat
  • Analyze call logs to identify common trends and underlying problems
  • Apply logical thought process to troubleshooting and problem-solving
  • Support interactions with customers through multi-messaging campaigns
  • Acquire in-depth understanding of software and equipment used by customers
  • Develop good interpersonal and customer service skills
  • Listen attentively to customer needs and concerns
  • Maximize opportunity to build rapport with customers
  • Improve system performance by identifying problems and recommending changes
  • Diagnose customer issues through process of elimination
  • Provide resolution by identifying problems and researching answers
  • Guide merchants through corrective steps
  • Receive and resolve inbound calls, emails, chats, tasks, and tickets
  • Maintain cooperative, diplomatic working relationships with colleagues and customers
  • Work as part of a team and collaborate with colleagues
  • Complete projects under tight deadlines
Qualifications
  • High school diploma or equivalent
  • Experience working with a Hospitality POS
  • Must report to the NJ office every day
  • Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners
  • Excellent listening, written, and verbal communication skills
  • Strong problem-solving skills with proficient attention to detail
  • Ability 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
  • 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 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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