What are the responsibilities and job description for the Customer Service, Sr Associate position at shift4?
Overview
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.
Shift4 is expanding globally and hiring Customer Service Representatives to work with customers!
This is an onsite opportunity based at Shift4's headquarters in Center Valley, PA office.
Summary:
The Customer Service, Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication.
Responsibilities:
- Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts.
- Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms.
- Diagnose technical issues and escalate complex cases to higher-tier teams when necessary.
- Use internal systems, knowledge bases, and tools to provide fast and accurate support.
- Educate users on self-service features and digital support tools.
- Document cases and follow up to ensure full resolution.
- Manage multiple communication channels (phone, email, chat, ticketing) efficiently.
- Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools.
Qualifications:
- Stellar verbal and written communication skills.
- Strong technical curiosity and ability to navigate applications and systems.
- Problem-solving skills with the ability to explain technical concepts clearly.
- Experience in customer service or technical support (POS, call center, SaaS, or FinTech preferred).
- Familiarity with payment processing or restaurant/hospitality technology is a plus.
- Ability to multitask and stay organized in a fast-paced environment.
- Flexibility to work varied shifts in a 24/7/365 support team.
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