Customer Service, Associate

Shift4; Morrisville (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Shift4 is seeking a Customer Service Associate to provide front-line support for merchants across phone, email, and chat. You will help resolve inquiries related to payments, POS systems, hardware, software, and accounts, guiding users through troubleshooting steps and self-service tools.

The role requires strong communication, curiosity, and the ability to manage multiple tasks in a fast-paced, 24/7 environment.

Qualifications

• Stellar verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in customer service or technical support is a plus.

Responsibilities

• Answer and resolve customer inquiries regarding payments, billing, hardware, software, and accounts.
• Walk merchants through troubleshooting steps for terminals, POS systems, and integrated software.
• Escalate complex cases to higher-tier teams when needed and document cases end-to-end.
• Educate users on self-service features and digital support tools.
• Manage multiple communication channels (phone, email, chat, ticketing) efficiently.

Skills

Verbal communication

Written communication

Technical curiosity

Problem-solving

Multitasking

Customer service

Tools

CRM systems

Ticketing software

Payment processing platforms

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 escalate 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.