About the job
Overview
Shift4 (NYSE: FOUR) is revolutionizing the commerce landscape by streamlining intricate payment ecosystems globally. As the premier provider of commerce-enabling technology, Shift4 facilitates billions of transactions yearly for countless businesses across diverse sectors. To learn more, visit www.shift4.com.
A Technical Support Associate will collaborate with customers to diagnose and resolve Shift4shop e-commerce issues. Utilizing a logical approach to troubleshooting, representatives will analyze call, ticket, or chat logs to identify recurring trends and root causes. They will engage with customers via multiple channels, including email, tickets, phone, and chat, ensuring real-time and coordinated support. An in-depth understanding of the software and services used by customers, combined with strong interpersonal and customer service skills, is essential for success in this role.
Responsibilities:
- Provide outstanding service and support to customers via telephone, email, and chat.
- Adhere to service level and interaction metrics established by management.
- Collect information to accurately assess and diagnose issues.
- Identify and resolve technical issues related to Shift4shop and Shift4 Payments.
- Follow established protocols and procedures.
- Recognize and escalate priority issues as per customer and company guidelines.
- Carefully document and process all call, email, and chat interactions.
- Perform follow-ups and scheduled callbacks or emails when necessary.
- Stay updated on system information, changes, and updates.
- Ability to sit for extended periods.
- Usage of a headset/microphone is required.

