Payments Support Representative

Shift4 is expanding globally and hiring Payment Technical Support Representatives to work with customers!

This is an onsite opportunity based at Shift4's Center Valley, PA office.

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

• Knowledge of customer service core principles and practices.


• 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.


• 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.

Additional experience that is a plus to have:

• High school diploma or equivalent is preferred.


• Associate’s degree in Computer Information Technology (preferred) and/or a minimum of two years of related technical support experience.


• Experience with Micros/Oracle Systems a plus.


• Experience with Microsoft SQL a plus.


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

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