Advanced Support Representative
Job Details
Entry
Shift4 - Hillshire - Las Vegas, NV
Full Time
High School
$17.50 - $17.50 Hourly
Advanced Support Representative

 

Shift4 Payments (NYSE: FOUR) is a leading provider of integrated payment processing and technology solutions, delivering a complete omnichannel ecosystem that extends beyond payments to include a wide range of value-added services. The company’s technologies help power over 350 software providers in numerous industries, including hospitality, retail, F&B, e-commerce, lodging, gaming, and many more. With over 7,000 sales partners, the company securely processed more than 3.5 billion transactions annually for over 200,000 businesses in 2019. For more information, visit shift4.com

 

Responsibilities:

  • Research and resolve POS integration inquiries from our Resellers/VAR’s
  • Research, diagnose, and resolve customer’s issues: strive for first call resolution whenever possible
  • Work is very complex, involving the application of advanced technical/troubleshooting skills in an area of specialization.
  • Learn deep knowledge of our company’s partners, products, services, and features we offer to field wide variety of support calls
  • Some support calls originate from merchants in the hospitality industry that use MICROS and Opera IPOS systems and involve credit card and gift card authorization and settlement support.
  • Must understand technical fundamentals of computer systems and/or credit card processing and have the ability to communicate technical instructions and resolution procedures and in a clear and concise manner, both verbally and in writing.
  • Listening attentively to customer needs and concerns; while maximizing opportunity to build rapport with the customer and our VAR’s
  • Diagnose customer issues through process of elimination by asking probing questions as well as provide resolution by identifying problems & improving performance; researching answers & guiding customers through corrective steps
  • Receive & resolve inbound calls, chats, projects, & manage the team caseload.
  • Work directly with Vendors and Resellers to resolve any processing issues on both the front/back end integrations
  • 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.
  • Keep abreast of software releases, new feature functionality of software, updates, departmental policies and procedures and installation procedures.
  •  As a Payment 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.

 

Qualifications:

  • High school diploma or equivalent is required
  • Knowledge of customer service core principles and practices
  • Associate’s degree in Computer Information Technology (preferred) and/or a minimum of two years of related technical support experience.
  • Experience working with credit card terminals, POS equipment, 3rd party Stage Only VAR’s
  • Familiarity with the credit card processing authorization and settlement process as well as major credit card processor auth/settlement file specifications (incl. Vital, PTI, Global, NPC, FDMS, TSYS) and interchange qualification requirements is a plus.
  • Experience with Micros/Oracle Systems a plus
  • Experience with Microsoft SQL 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
  • Familiarity with Office Suite, Google Sheets, Knowledge Base use, & Excel
  • Proficient in relevant computer applications
  • Bilingual (English/Spanish) is a plus, but not required

 

 

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.

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