Overview
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 www.shift4.com.
Summary:
The Customer Service, Sr Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication.
Responsibilities:
- Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts.
- Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms.
- Diagnose technical issues and escalate complex cases to higher-tier teams when necessary.
- Use internal systems, knowledge bases, and tools to provide fast and accurate support.
- Educate users on self-service features and digital support tools.
- Document cases and follow up to ensure full resolution.
- Manage multiple communication channels (phone, email, chat, ticketing) efficiently.
- Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools.
- Answer and resolve customer inquiries regarding gift card payment processing, hardware, software, accounts, loyalty and ecommerce.
Qualifications:
- 1+ years customer service role
- Stellar verbal and written communication skills.
- Strong technical curiosity and ability to navigate applications and systems.
- Problem-solving skills with the ability to explain technical concepts clearly.
- Experience in customer service or technical support (POS, call center, SaaS, or FinTech preferred).
- Familiarity with payment processing or restaurant/hospitality technology is a plus.
- Ability to multitask and stay organized in a fast-paced environment.
- Flexibility to work varied shifts in a 24/7/365 support team.
- Multilingualism is an asset (French, Spanish).
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
