Customer Service, Associate

Eigen Development; Las Vegas (NV); On-site; USD 42,000 - 66,000; Full time

Job summary

Shift4 is seeking a Customer Service Associate to provide front-line support to merchants across channels, addressing inquiries about payments, POS systems, hardware, software, and accounts. The role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while communicating clearly.

Ideal candidates bring experience in customer service or technical support, familiarity with payment processing, and the flexibility to work varied shifts in a 24/7/365 support

Qualifications

• Clear and professional communication in writing and speaking.
• Strong curiosity to navigate applications and systems.
• Ability to explain technical concepts to non-technical users.
• Experience in customer service or technical support (POS, SaaS, FinTech preferred).
• Familiarity with payment processing or hospitality tech is a plus.
• Ability to multitask and stay organized 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, POS, and software platforms.
• Diagnose issues and escalate complex cases to higher tiers when needed.
• Use internal systems and knowledge bases to provide fast, 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, dashboards, CRM, and related tools.

Skills

Verbal communication

Written communication

Technical curiosity

Troubleshooting

Multi-channel support

Fast-paced environment

Flexibility

Tools

CRM software

Ticketing systems

Knowledge bases

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 escalat 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.