Customer Support/Tech Support

Summary:

The Support Technician will be responsible for supporting, training, and implementing our enterprise payment gateway DOLLARS ON THE NET® and corresponding services to a broad customer base in a myriad of industries. A successful candidate must be familiar and experienced in an Application Service Provider (ASP) operating environment and be able to effectively articulate solutions to the customer.

Essential Functions:

• First-tier support:
  • Answering all inbound calls to the Customer Support department
  • Identifying issues defined by customers
  • Identifying, researching, diagnosing, and resolving customer issues, striving for first call resolution whenever possible
  • Logging case history and follow up on open cases for quality assurance and account retention
  • Proficient knowledge of installations, which includes pre-installation assessments and training of our customers using Shift4 products and services
• Keeping abreast of our solutions’ new features, functionality, and installation procedures
• Attending all required department meetings and trainings

Knowledge, skills and abilities:

• Troubleshooting of PC-related issues
• Team player
• Ability to pick up new concepts easily with a passion to learn and self-motivation
• Ability to multi-task effectively
• Assertive and able to resolve customer issues with tact and diplomacy
• Demonstrate a sense of urgency, drive, proven capability to develop, lead, and implement new initiatives with little supervision on an ongoing basis
• Excellent communication skills required:
  • Verbally communicate clearly
  • Clarify problems or issues
  • Good listening skills
  • Professional and courteous
  • Positive attitude

Education and Experience:

• Minimum two years experience in customer service/care environment and/or help desk experience
• Knowledge of Internet Service ASP-based solutions, Windows operating systems, and Internet connectivity methods
• Minimum two years experience in a customer service/call center  environment, and/or help desk experience. Alternatively, equivalent experience hotel/front desk, auditing, or accounting.  
• Knowledge of Internet Service ASP-based solutions, Windows operating systems, and Internet connectivity methods
• Prior knowledge of or exposure to any of the following Point-of-Sale/Property Management Systems (POS/PMS):
  • Micros
  • AutoClerk
  • Hilton OnQ
  • Opera PMS
  • Room Master
  • SMS Touch
  • Fidelio
  • Profit Manager
  • Squirrel
  • RetailPro
  • InfoGenesis
  • PAR Springer-Miller
  • LMS/Agilisys 

Additional Requirements:

• Must be flexible in work hours for 24/7 call center needs (available shifts include traditional 8-hour and "4-10" shifts)
• Due to the financial nature of Shift4, candidates are asked to submit to a background check and drug test

Shift4 Corporation, a leading developer of enterprise payment solutions, provides powerful, Web-based applications that allow merchants to turn their customers' credit, check, debit, or gift card transactions into dollars in the bank quickly and securely. Shift4 is a fast-paced, cutting-edge technology company located in Summerlin, a Las Vegas suburb. We are continually seeking dedicated, intelligent people to become a part of our rapidly growing team. We offer competitive salaries, a competitive benefit package, and unlimited potential for career advancement.

Shift4 prides itself on being a drug-free and smoke-free workplace. All candidates must be able to pass a drug test as well as a financial and criminal background check.

Shift4 is an equal opportunity employer.