Installation Services Representative
Shift4 Payments
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.
Responsibilities:
An Installation Consultant Technician I plays a critical role in executing, supporting, and assuring the quality of Shift4 product installations. This includes remote installation of software and hardware solutions, assisting end users, and maintaining a high standard of technical and customer support. Ideal candidates are proactive, technically savvy, detail-oriented, and customer-focused. Key responsibilities include:
- Assist clients over the phone with the installation of Shift4’s payment processing software or hardware
- Provide guidance and support to customers using Shift4 products, including software, payment devices, and web portals
- Actively listen to customers to identify issues and guide them toward resolution
- Train users on basic functionality of Shift4 installed products
- Protect customer financial privacy and data security at all times
- Monitor department email and messaging systems for product questions and respond according to established procedures
- Identify technical issues and accurately log steps taken to resolve them
- Maintain and document customer interactions and troubleshooting steps via ticketing database
- Follow communication standards and escalation procedures with minimal supervision
- Make independent decisions when necessary, especially those that may impact customer experience or financial matters
- Build rapport with customers through professional, friendly, and supportive communication
- Contribute to the success of the team by achieving individual and group objectives
Qualifications:
- Minimum of one (1) year experience in credit card processing, point-of-sale, or banking industry
- Associate’s degree in business (preferred) or at least three (3) years of technical support or customer service experience
- A+ Certification preferred
- Advanced knowledge of Windows operating systems and common office applications (Google Suite, Excel, Word, Internet Explorer)
- Understanding of connectivity and networking concepts, including TCP/IP, USB, SSL certificates, and HTTP
- Strong troubleshooting skills and logical thinking ability
- Ability to multitask effectively in a fast-paced environment
- Strong verbal and written communication skills
- Highly self-motivated and detail-oriented
Comfortable working in both office and remote environments
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.