What are the responsibilities and job description for the SkyTab POS Enterprise Representative position at Shift4?
Overview:
The SkyTab POS Enterprise Representative is expected to provide World Class support to Shift4's most prominent POS accounts using well honed technical skills and an exceptional customer-focused approach. STPOS Enterprise Representatives will work closely with our customers, Enterprise Support Team, Installation Team, Onsite Services, and other Shift4 teams to ensure timely resolutions to Enterprise customer requests. The position will include remote and on-site support of very high profile accounts including stadiums, large chain restaurants, event venues and other Enterprise customer types.
Responsibilities:
Secondary Responsibilities
Expected Skillset(s)
Beneficial Additional Experience
Benefits: We offer a comprehensive benefits package including health care, 401K, dental and vision along with vacation and personal time after successful completion of a probationary period.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Shift4 Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics
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.
The SkyTab POS Enterprise Representative is expected to provide World Class support to Shift4's most prominent POS accounts using well honed technical skills and an exceptional customer-focused approach. STPOS Enterprise Representatives will work closely with our customers, Enterprise Support Team, Installation Team, Onsite Services, and other Shift4 teams to ensure timely resolutions to Enterprise customer requests. The position will include remote and on-site support of very high profile accounts including stadiums, large chain restaurants, event venues and other Enterprise customer types.
Primary Responsibilities
- Provide an exceptional customer experience to high-priority SkyTab POS Enterprise accounts
- Organize and attend meetings for Enterprise accounts to review action items that require follow-up on issues and feature requests.
- Take ownership of email escalations, maintain phone queue availability, work assigned accounts by management, and reliably attend SkyTab Enterprise meetings, including with Enterprise customer teams.
- Travel onsite to provide go-live and in person support when required
- Ensure all relevant communications, records, and data are updated meticulously and in a timely fashion
- Timely claiming and resolving of the SkyTab POS Enterprise tickets and escalations
Secondary Responsibilities
- Must be capable of multi-tasking and coordinating multiple projects
- Must be able to operate independently to plan and execute complex programs and initiatives
- Ability to remain calm during stressful situations and escalations
- Ability to analyze large quantities of data and make informed judgments based on that analysis
- Must be able to balance out of scope requests with attainable solutions for high profile accounts
- Candidates will be expected to interface with multiple teams, including customer teams, and must maintain a positive attitude in the face of all scenarios
Qualifications:
- A member of the Shift4 Software Support Department or a Support team for at least twelve (12) months
- Demonstrated exemplary performance and attendance in previous roles
- Must have a strong understanding of SkyTab POS and it's ecosystem of accessories and applications
- Creative and forward thinking
- Has a proven record of acting responsibly and has exhibited signs of leadership qualities.
- Must have a strong understanding of Shift4 internal systems, policies and procedures.
Expected Skillset(s)
- Must be able to organize, track, and maintain a multitude of issues at any given time
- Must be able to operate independently to plan and execute complex programs and initiatives
- Must be able to balance out of scope requests with attainable solutions for high profile accounts
- Must be able to multitask while primarily focusing on handling the inbound call queue
- Must be able to build and/or maintain relationships with high-profile accounts and sales partners.
- Must have the capacity to maintain professionalism while resolving complex and difficult situations
- Must have exceptional written and verbal communication skills and be able to communicate effectively.
Beneficial Additional Experience
Additional experience is always welcomed and a beneficial factor in determining the best candidate(s) for the position(s) available. However, we do not require any of the following experience be obtained in order to apply. If you have obtained additional, internal experience such as what is outlined below, we may review this during the application period or during your interview.
- Prior Harbortouch-related experience focusing on technical support or customer satisfaction as VIP Support is expected to be able to answer basic questions in all areas of operations including both technical support / POS support and customer service and billing.
- Obtained a form of "Specialist" role such as a Subject Matter Expert (SME); Team Lead (TL); higher tier technician within current department; specialty-focused on specific software, product or brand; or special/customized role within current department.
- Having helped to develop policies and/or procedures within current department or role.
Benefits: We offer a comprehensive benefits package including health care, 401K, dental and vision along with vacation and personal time after successful completion of a probationary period.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Shift4 Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics
Salary : $38,400 - $48,600
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