Payments Support Representative I

Shift4 Corporation - Center Valley, PA

Full-time - Entry Level

Center Valley, PA

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 customer issues, striving for first call resolution, and maintaining a deep knowledge of the company's products and services. The representative will handle complex support calls, particularly from the hospitality industry, and must communicate technical instructions clearly to customers.

Responsibilities

• Research and resolve POS integration inquiries from Resellers/VAR's.
• Diagnose and resolve customer issues, aiming for first call resolution.
• Apply advanced technical and troubleshooting skills in a specialized area.
• Learn and maintain deep knowledge of company 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.
• Manage inbound calls, chats, projects, and team caseload.
• Collaborate with Vendors and Resellers to resolve processing issues on front/back end integrations.
• Maintain cooperative working relationships with co-workers and customers.
• Stay updated on software releases, new features, and departmental policies.
• Perform additional duties as required.

Requirements

• High school diploma or equivalent preferred.
• Associate's degree in Computer Information Technology preferred or a minimum of two years of related technical support experience.
• Knowledge of customer service core principles and practices.
• 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.
• Proficient in relevant computer applications.

Nice-to-haves

• Bilingual (English/Spanish) is a plus but not required.
• Experience working with 3rd party Stage Only VAR's.
• Familiarity with major credit card processor auth/settlement file specifications.