POS Support, Sr Associate - Focus Center of Excellence (FCE)

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.

Summary

The Shift4 Focus POS Support, Sr Associate provides frontline technical support for Focus POS systems used by restaurant merchants. This role diagnoses, troubleshoots, and resolves merchant issues by phone and ticket while maintaining high standards of customer service. Associates escalate priority or complex issues to the escalation team per established criteria and contribute to system performance improvements and merchant satisfaction.

Responsibilities

• Listen attentively to merchant needs and concerns; demonstrate empathy while building rapport, recognizing that restaurants often need help during live service.
• Identify and resolve POS software and hardware issues through logical troubleshooting.
• Guide merchants through corrective steps and resolve issues on first contact whenever possible.
• Receive and resolve inbound calls, tasks, and tickets.
• Identify and escalate priority or complex issues to the escalation team per established escalation criteria, with complete and accurate case details.
• Accurately document all interactions, troubleshooting steps, and outcomes.
• Meet service level, quality, and productivity expectations set by management.
• Stay current on system changes, product updates, and process changes.
• Maintain cooperative and professional relationships with coworkers, supervisors, and merchants.
• Be flexible in work hours to support call center needs, including evenings, weekends, and holidays.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• 1+ years of customer service and/or technical support experience.
• Experience with POS systems, credit card terminals, registers, touch screens, printers, and scanners is a plus.
• Experience in banking or credit card processing preferred.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with attention to detail.
• Ability to handle multiple tasks simultaneously in a fast-paced call center environment.
• Proficient in Windows and relevant computer applications, including Microsoft Office Suite.
• Knowledge of customer service core principles and practices.
• Bilingual (English/Spanish) is a plus but not required.

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.