Customer Service, Associate

Shift4; Center Valley (Lehigh County); On-site; USD 42,000 - 62,000; Full time

Job summary

Shift4 provides front-line support to merchants across multiple channels, resolving inquiries about payments, POS systems, hardware, software, and accounts.

This role requires technical curiosity, strong communication, and the ability to multi-task in a fast-paced, 24/7/365 support environment, with a focus on delivering clear and professional assistance. Experience in SaaS/FinTech is a plus.

Qualifications

• Excellent verbal and written communication is required.
• Strong problem-solving abilities and technical curiosity.
• Experience in customer service or technical support is preferred.
• Familiarity with payment processing or FinTech is a plus.
• Ability to multitask in a fast-paced environment.
• Willingness to work varied shifts in a 24/7/365 support team.

Responsibilities

• Answer and resolve customer inquiries regarding payments, billing, hardware, software, and accounts.
• Guide merchants through troubleshooting steps for terminals and POS systems.
• Escalate complex issues to higher-tier teams when needed.
• Use internal systems and knowledge bases to provide fast, accurate support.
• Educate users on self-service features and digital tools.
• Document cases and ensure full resolution with follow-ups.
• Manage multiple channels (phone, email, chat, ticketing) efficiently.
• Maintain awareness of gateways, POS, APIs, dashboards, CRM, and related tools.

Skills

Communication skills

Technical curiosity

Problem solving

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.

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 diagnose 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.

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.