Payments Support Representative INew

Shift4 Corporation - Center Valley, PA

Full-time

Center Valley, PA

Merchant Wholesalers, Durable Goods

About the position

The Payments Support Representative I role at Shift4 involves providing technical support and resolving inquiries related to point-of-sale (POS) integration for resellers and merchants. This position requires strong problem-solving skills and the ability to communicate technical information effectively, ensuring customer satisfaction and first-call resolution whenever possible.

Responsibilities

• Research and resolve POS integration inquiries from Resellers/VAR's
• Diagnose and resolve customer issues, striving for first call resolution
• Apply advanced technical and troubleshooting skills in a specialized area
• Learn in-depth knowledge of company partners, products, services, and features
• Handle support calls from merchants in the hospitality industry using MICROS and Opera IPOS systems
• Understand technical fundamentals of computer systems and credit card processing
• Communicate technical instructions and resolution procedures clearly
• Listen attentively to customer needs and build rapport
• Diagnose customer issues through probing questions and provide resolutions
• Manage inbound calls, chats, and team caseload
• Work directly with Vendors and Resellers to resolve processing issues
• Maintain cooperative working relationships with co-workers and customers
• Stay updated on software releases, new features, and departmental policies
• Perform other duties as assigned
• Demonstrate exemplary performance and attendance
• Be flexible in work hours for 24/7 Call Center needs

Requirements

• High school diploma or equivalent is preferred
• Knowledge of customer service core principles and practices
• Associate's degree in Computer Information Technology preferred
• Minimum of two years of related technical support experience
• Experience with credit card terminals and POS equipment
• Familiarity with credit card processing authorization and settlement process
• Experience with Micros/Oracle Systems is a plus
• Experience with Microsoft SQL is a plus
• Excellent listening, written, and verbal communication skills
• Strong problem-solving skills with attention to detail
• Ability to handle multiple tasks in a fast-paced environment
• Familiarity with Office Suite, Google Sheets, and Excel
• Proficient in relevant computer applications

Nice-to-haves

• Bilingual (English/Spanish) is a plus
• Familiarity with major credit card processor auth/settlement file specifications

Benefits

• Equal Opportunity Employer