Advanced Technical Support Representative I - Las Vegas - 02/27/23
Company: Shift4 Allentown
Location: Las Vegas
Posted on: January 25, 2023
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Job Description:
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 forhundreds of thousands of businesses in
virtuallyevery industry. For more information, visit
www.shift4.com.Research and resolve POS integration inquiries from
our Resellers/VAR'sResearch, diagnose, and resolve customer's
issues: strive for first call resolution whenever possibleWork is
very complex, involving the application of advanced
technical/troubleshooting skills in an area of specialization.Learn
deep knowledge of our company's partners, products, services, and
features we offer to field wide variety of support callsSome
support calls originate from merchants in the hospitality industry
that use MICROS and Opera IPOS systems and involve credit card and
gift card authorization and settlement support.Must understand
technical fundamentals of computer systems and/or credit card
processing and have the ability to communicate technical
instructions and resolution procedures and in a clear and concise
manner, both verbally and in writing.Listening attentively to
customer needs and concerns; while maximizing opportunity to build
rapport with the customer and our VAR'sDiagnose customer issues
through process of elimination by asking probing questions as well
as provide resolution by identifying problems & improving
performance; researching answers & guiding customers through
corrective stepsReceive & resolve inbound calls, chats, projects, &
manage the team caseload.Work directly with Vendors and Resellers
to resolve any processing issues on both the front/back end
integrationsThis position requires employees to maintain
cooperative, diplomatic working relationships with co-workers,
supervisors, customers, and the public; work as part of a team and
collaborate with colleagues; and complete projects under tight
deadlines even when there are competing requirements and changes in
assignments.Keep abreast of software releases, new feature
functionality of software, updates, departmental policies and
procedures and installation procedures.As a Payment Support
Technician, you will occasionally be called upon to perform other
duties not included in this job description.Demonstrate exemplary
performance & attendanceMust be flexible in work hours for 24/7
Call Center needs.High school diploma or equivalent is
required.Knowledge of customer service core principles and
practices.Associate's degree in Computer Information Technology
(preferred) and/or a minimum of two years of related technical
support experience.Experience working with credit card terminals,
POS equipment, 3rd party Stage Only VAR's.Familiarity with the
credit card processing authorization and settlement process as well
as major credit card processor auth/settlement file specifications
(incl. Vital, PTI, Global, NPC, FDMS, TSYS) and interchange
qualification requirements is a plus.Experience with Micros/Oracle
Systems a plus.Experience with Microsoft SQL a plus.Excellent
listening, written, and verbal communication skills.Strong
problem-solving skills with proficient attention to detail.Must be
able to handle multiple tasks at once in a fast-paced call center
environment.Familiarity with Office Suite, Google Sheets, Knowledge
Base use, & Excel.Proficient in relevant computer
applications.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.
Keywords: Shift4 Allentown, Las Vegas , Advanced Technical Support Representative I - Las Vegas - 02/27/23, Other , Las Vegas, Nevada
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