Advance Support Representative
Job Details
Entry
Headquarters Allentown PA - Allentown, PA
Full Time
High School
$17.00
Description

Company Background:

Shift4 Payments is the leader in secure payment processing solutions. The company’s groundbreaking technologies help power the top software providers in numerous verticals, including hospitality, retail, F&B, e-commerce, lodging, gaming, and many more. Shift4’s family of software brands includes Harbortouch, Restaurant Manager, POSitouch, and Future POS — with additional integrations to 300+ POS/PMS systems across every industry. With an expansive global footprint that includes eight offices across the U.S. and Europe and over 8,000 sales partners, the company securely processes more than a billion transactions annually for nearly 200,000 businesses, representing over $100 billion in payments each year. For additional information, visit www.shift4.com.

Employment Description:

Research and resolve POS integration inquiries from our Resellers/VARs

Learn deep knowledge of our companys products, services, and features we offer to field wide variety of support calls

Listening attentively to customer needs and concerns; while maximizing opportunity to build rapport with the customer and our VARs

Diagnose customer issues through process of elimination by asking probing questions

Provide assistance with various conversion efforts & projects that include but are not limited to creating training material, knowledge base article creation, inbound/ outbound calls; all directly related to VARs as well as Front/Back end processing networks

Provide resolution by identifying problems & improving performance; researching answers & guiding customers through corrective steps

Receive & resolve inbound calls, emails, chats, tasks, & tickets

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.

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 Call Center needs.

 

Skills Required:

Experience working with credit card terminals, POS equipment, 3rd party Stage Only VARs

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

Knowledge retention, organization, flexibility, & calm under pressure

Interact and coordinate with other departments to resolve customer issues

Familiarity with Office Suite, Google Sheets, Knowledge Base, & Excel

Creative and forward thinking

Proficient in relevant computer applications

Bilingual (English/Spanish) is a plus, but not required

Demonstrate exemplary performance & attendance record.

Must be flexible in work hours for 24/7 Call Center needs.

 

Required Education and Experience:

High school diploma or equivalent is required

Knowledge of customer service core principles and practices

2+ years Technical Support/ troubleshooting experience

 

We are looking for individuals that are extremely self sufficient, available to work flexible hours, & hold themselves to the highest standards of professionalism. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

 

 

 

 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. This job description only constitutes a summary of the responsibilities for this position at Harbortouch. The expanding nature of Harbortouch often requires changing roles and additional responsibilities

Qualifications

Skills Required:

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

Knowledge retention, organization, flexibility, & calm under pressure

Interact and coordinate with other departments to resolve customer issues

Familiarity with Office Suite, Google Sheets, Knowledge Base, & Excel

Creative and forward thinking

Proficient in relevant computer applications

Bilingual (English/Spanish) is a plus, but not required

Demonstrate exemplary performance & attendance record.

Must be flexible in work hours for 24/7 Call Center needs.

 

Required Education and Experience:

High school diploma or equivalent is required

Knowledge of customer service core principles and practices

2+ years Technical Support/ troubleshooting experience

 

We are looking for individuals that are extremely self sufficient, available to work flexible hours, & hold themselves to the highest standards of professionalism. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

 

 

 

 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. This job description only constitutes a summary of the responsibilities for this position at Harbortouch. The expanding nature of Harbortouch often requires changing roles and additional responsibilities

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