Payment Support Technician
Job Details
Undisclosed
Headquarters Allentown PA - Allentown, PA
Full Time
High School
Undisclosed
Negligible
Any
Information Technology
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.

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

Skills Required:

  • 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

 

Required Education and Experience:

  • 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.

 

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 Shift4. The expanding nature of Shift4 often requires changing roles and additional responsibilities

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