Payments Support Representative I

Shift4 Corporation - Las Vegas, NV

Full-time - Entry Level

Las Vegas, NV

Merchant Wholesalers, Durable Goods

About the position

The Payments Support Representative I at Shift4 is responsible for providing technical support and resolving inquiries related to POS integration for resellers and VARs. This role involves diagnosing and resolving customer issues, particularly in the hospitality industry, while maintaining a high level of customer service and technical expertise. The representative will work in a fast-paced call center environment, requiring flexibility in work hours to meet 24/7 operational needs.

Responsibilities

• Research and resolve POS integration inquiries from Resellers/VAR's.
• Diagnose and resolve customer issues, striving for first call resolution whenever possible.
• Apply advanced technical and troubleshooting skills in a specialized area.
• Learn in-depth knowledge of the company's partners, products, services, and features.
• Handle support calls from merchants using MICROS and Opera IPOS systems, focusing on credit card and gift card authorization and settlement support.
• Communicate technical instructions and resolution procedures clearly, both verbally and in writing.
• Listen attentively to customer needs and concerns to build rapport.
• Diagnose customer issues through probing questions and provide resolutions by identifying problems and improving performance.
• Receive and resolve inbound calls, chats, and manage the team caseload.
• Collaborate with Vendors and Resellers to resolve processing issues on front/back end integrations.
• Maintain cooperative working relationships with co-workers, supervisors, and customers.
• Stay updated on software releases, new features, and departmental policies.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent is preferred.
• Knowledge of customer service core principles and practices.
• Associate's degree in Computer Information Technology (preferred) or a 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 processes.
• 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 call center environment.
• Familiarity with Office Suite, Google Sheets, and Excel.

Nice-to-haves

• Bilingual (English/Spanish) is a plus, but not required.
• Familiarity with Knowledge Base use.

Benefits

• Equal Opportunity Employer
• Flexible work hours for 24/7 Call Center needs