Customer Support Expert
2 weeks ago
Shift4 is a leader in commerce-enabling technology, powering billions of transactions annually for hundreds of thousands of businesses worldwide.
About the RoleWe are seeking a skilled Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional customer service and support to clients via various channels, including phone, email, and chat.
Your primary goal will be to deliver timely and coordinated support, ensuring that interactions meet our high standards. To achieve this, you will need to develop a deep understanding of our software and services, as well as demonstrate excellent interpersonal and customer service skills.
- Key Responsibilities:
- Deliver exceptional service and support to customers via telephone, email, and chats.
- Meet service level and interaction requirements set by management.
- Gather information and determine the issue by evaluating and analyzing symptoms and issues.
- Diagnose and resolve technical issues involving Shift4shop, Shift4shop services, and Shift4 Payments.
- Follow standard processes and procedures.
- Identify and escalate priority issues per customer and company specifications.
- Accurately process and record call, email, and chat interactions.
- Follow up and make scheduled callbacks or emails to customers where necessary.
- Stay current with system information, changes, and updates.
- Must be able to sit for long periods of time.
- Position requires use of headset/microphone.
Qualifications:
- Strong customer service-oriented attitude.
- At least one year of customer service experience.
- At least one year of Technical Support experience.
- Ability to troubleshoot and process technical issues.
- Ability to multitask and process different kinds of interactions at once.
- Excellent oral and written communication skills.
- Excellent documentation technique and processes.
What We Offer:
- A competitive salary of $55,000 - $65,000 per annum, based on experience.
- An opportunity to work with a dynamic and innovative company.
- A collaborative and supportive work environment.
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