Gift Card Support Specialist

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.

Responsibilities

Gift Card Support Specialist Tier 1 – is expected to work with our merchants and dealers by promoting the highest level of service and professionalism. We work with a wide array of clients who rely on the highest quality of service and dedication. This role is expected to project a positive company image and experience through phone interaction along with e-mail correspondence. They should support interactions with customers and internal personnel through multi messaging campaigns such as email, mail, phone, task systems, and chat systems. Tier 1 agents are also expected to acquire an in depth understanding of the entire merchant processing industry as well as the entire gift card process.

• Work closely with management to assist with gift card specific projects
• Communicate with merchants and dealers via phone, email, chat, and tickets.
• Assist merchants with placing gift card orders via our online wizard.
• Provide reports upon request to merchants.
• Printing and quality review of physical gift card orders.
• Routine maintenance and basic troubleshooting of gift card printers.
• Work with merchants and/or dealers to schedule and perform gift card conversions from previous providers.
• Resolve merchant issues related to the activation and redemption of gift cards.
• Process gift card orders for printing.
• Assist with gift card fulfillment and other legacy TCC duties.
• Handle fulfillment inventory and work with suppliers to obtain inventory.
• Utilize strong problem-solving and people skills to ensure first call resolution.
• Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken.
• Actively participate in team/ departmental meetings to provide feedback and improve the overall work environment.
• 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.
• Must be available to work overtime when needed.
• Demonstrate exemplary performance & attendance.
  
  

Qualifications

• Bachelor’s Degree or equivalent work experience is preferred.
• Familiarity with the Microsoft Office Suite & Google Sheets.
• 2 years of computer technology experience preferred, but not required.
  
  

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.