Customer Service, Sr Associate - GiveX

GIVEX CANADA CORP.; Toronto; On-site; CAD 25,000 - 39,000; Full time

Job summary

Shift4 is seeking a Customer Services professional to handle 24/7 support for Gift Card clients via phone, ticketing, and live chat. You’ll resolve post-sale issues, assist with Terminal/POS setups, and monitor system health while documenting processes for knowledge sharing.

The role emphasizes strong communication, problem-solving, and a willingness to learn in a fast-paced tech environment.

Qualifications

• Call center experience and technical support ability.
• Strong troubleshooting, analytical and problem-solving skills.
• Multitasker with deadline-driven time management and attention to detail.
• Excellent telephone communication etiquette and writing skills.
• Interested in technology and willing to learn new responsibilities.
• Experience with Word, Excel, and Outlook; basic networking knowledge.
• Documentation and reporting skills; multilingualism is an asset.

Responsibilities

• Respond to incoming telephone calls, tickets and live chat for Gift Card clients.
• Provide post-sale support: order status and gift card usage inquiries.
• Assist B2B tasks: setting up Terminal and POS for Gift Card processing, troubleshooting.
• Monitor systems and databases, coordinate follow-up actions as needed.
• Document processes and provide knowledge transfer to teammates.
• Escalate cross-team issues to ensure timely resolutions.

Skills

Call center experience

Troubleshooting

Analytical thinking

Multitasking

Time management

Phone etiquette

Writing skills

MS Office

Networking basics

Documentation & reporting

Multilingual (asset)

Tools

MS Office

Job description

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.Role & Responsibilities:Our Customer Services team works in a 24/7 operation environment; main duties is to respond to incoming telephone calls, ticket support and live chat from our Shift4 Gift Card client base. This includes answering questions, timely problem resolution and coordinating follow up action steps pertaining to different support areas:• B2C: Post-sale support; Orders Status, Gift Card usage• B2B: Setting up Terminal and Point of Sale of Gift Card processing, troubleshooting systems, transaction reports and being the front line of support of any Gift Card Services/ product inquiries/issues• Systems and monitoring tasks of Givex's databases.• Document and provide knowledge transfer (e.g. figure out how a new piece of hardware/software works)• Cross-Team escalationsRequired Knowledge, Skills & Abilities• Call center experience and proven technical support experience is an asset• Experienced at troubleshooting; analytical and problem solving skills• Multi-tasker who can work to deadlines, attention to details and time management skills• Excellent telephone communication etiquette and writing skills• Interested in technology• Passion for “support type” work• Willingness to learn, take on new responsibilities and develop a career at Givex• Experienced in word processing and other MS Office products (Word, Excel, Outlook)• Basic knowledge of networking• Documentation and reporting skills• Multilingualism is an asset (French, Spanish, Portuguese)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.