POS Technical Support Representative

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.

We are looking for professional Help Desk Technicians who can provide support to our customers across the USA. These are full time positions with excellent benefits and opportunities for qualified & motivated individuals to advance rapidly. A POS Technical Support Representative is expected to work with customers to resolve credit card terminal and Point of Sale (POS) system issues. Selected representatives will receive organized and on the job training that will allow them to acquire an in-depth understanding of the software and equipment our customers use. Shift differential pay available. If you're looking for a career in IT don't miss this opportunity to join the Shift4 Team!

2nd shift - 1:30pm-10pmEST, Saturday & 4 week days

Responsibilities

• Answering inbound phone calls and email support requests
• Creating, maintaining, and resolving support tickets submitted via phone or email
• Providing first level support of service requests in a Call Center environment
• Ability to resolve network issues: WAN/LAN connectivity, switches, firewalls, ISP issues, and AP's
• Working in an office environment where collaboration and team work is celebrated
• Research and resolve Point of Sale (POS) and credit card terminal issues and questions
• Diagnose customer issues by following the troubleshooting process and asking follow-up/probing questions
• Technical mindset with ability to quickly learn new software and hardware solutions
• Exceed customers' expectations by building trust, creating partnerships, and being emotionally engaged
• Demonstrate exemplary performance, punctuality, and attendance
• Ability to work 40-hour schedule and manage time effectively in a Call Center environment
• Strong organizational, presentation, and customer service skills
• Desire for knowledge and continually trying to improve problem solving skills
• As a POS Technical Support Representative, you will occasionally be called upon to perform other duties not included in this job description.
  
  

Qualifications

• High school diploma or equivalent is required
• Associates or Bachelor's Degree (preferred) or 1-3 years Technical Support/ troubleshooting experience
• Experience working with credit card terminals, Point of Sale (POS) equipment, registers, touch screens, and scanners is a plus
• Excellent listening, written, and verbal communication skills
• Strong problem-solving skills with proficient attention to detail
• Self-motivated with the ability to handle multiple tasks at once in a fast-paced call center environment
• Interact and coordinate with other departments to resolve customer issues
• Ability to adapt to and implement change
• Creative and forward-thinking
• Ability to multi-task and adapt to changes quickly
• Proficient in relevant computer applications
• Bilingual (English/Spanish) is a plus, but not required
• Knowledge of customer service core principles and practices
• Familiarity with the Microsoft Office Suite
  
  

We are looking for individuals who are comfortable on the phone and in-person for meetings, be proficient in MS-Office and be willing to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

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.