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About the Role
The Customer Services team operates in a 24/7 environment, responding to customer inquiries via phone, ticket support, and live chat. This role involves resolving issues and coordinating follow-up actions for Shift4 Gift Card clients.
Responsibilities
- Respond to incoming telephone calls, ticket support, and live chat from Shift4 Gift Card clients.
- Answer customer questions and provide timely problem resolution.
- Coordinate follow-up actions pertaining to different support areas, including B2C post-sale support (Orders Status, Gift Card usage) and B2B support (Terminal and Point of Sale setup, troubleshooting, transaction reports, product inquiries/issues).
- Perform systems and monitoring tasks of Givex's databases.
- Document and provide knowledge transfer for new hardware/software.
- Handle cross-team escalations.
Requirements
- Call center experience is an asset.
- Proven technical support experience is an asset.
- Experienced in troubleshooting with analytical and problem-solving skills.
- Ability to multi-task, work to deadlines, with attention to detail and time management skills.
- Excellent telephone communication etiquette and writing skills.
- Interest in technology.
- Passion for support-type work.
- Willingness to learn, take on new responsibilities, and develop a career.
- Experience in word processing and MS Office products (Word, Excel, Outlook).
- Basic knowledge of networking.
- Documentation and reporting skills.
- Multilingualism is an asset (French, Spanish, Portuguese).
Skills
- Technical support
- Troubleshooting
- Analytical skills
- Problem-solving
- Multi-tasking
- Time management
- Communication etiquette
- Writing skills
- MS Office Suite (Word, Excel, Outlook)
- Networking
- Documentation
- Reporting
Work Type
- 24/7 operation environment
About the Company
- Shift4 (NYSE: FOUR) is redefining commerce by simplifying complex payments ecosystems globally.
- As a leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses across virtually every industry.
Equal Opportunity
- 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.