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POS Support Representative I

Company: Shift4
Location: Allentown
Posted on: May 28, 2023

Job Description:

Company Background: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 Employment Description:This is an ONSITE position located in Allentown, PA. 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. 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 customerImprove terminal performance by identifying problems; recommending changesDiagnose customer issues through process of elimination by asking probing questionsProvide resolution by identifying problems; researching answers & guiding merchants through corrective stepsReceive & resolve inbound calls, emails, chats, tasks, & TicketsThis 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 & attendanceMust be flexible in work hours for 24/7 Call Center needs.Qualifications:High school diploma or equivalent is required 2+ years Technical Support/ troubleshooting experienceExperience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus.Excellent listening, written, and verbal communication skillsStrong problem-solving skills with proficient attention to detailMust be able to handle multiple tasks at once in a fast-paced call center environmentInteract and coordinate with other departments to resolve customer issuesAbility to adapt to and implement changeCreative and forward-thinkingProficient in relevant computer applicationsBilingual (English/Spanish) is a plus, but not requiredExperience in the banking or credit card processing industry preferredKnowledge of customer service core principles and practicesFamiliarity 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. Shift4 Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.PDN-992f4c32-6ced-40a5-9f77-47bbb0fba5f1

Keywords: Shift4, Allentown , POS Support Representative I, Other , Allentown, Pennsylvania

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