Payments & POS Tech Support Specialist

Eigen Development; Morrisville (NC); On-site; USD 40,000 - 55,000; Full time

Job summary

Shift4 is seeking a Customer Service Associate to provide front-line support for merchants, addressing payments, POS systems, hardware, software, and accounts. You will guide users through troubleshooting steps and resolve issues across multiple channels.

The role requires strong communication, technical curiosity, and the ability to manage multiple tasks in a fast-paced environment. Shift4 values a customer-focused, self-service mindset and cross-functional collaboration.

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).
• Flexibility to work varied shifts in a 24/7/365 support team.

Responsibilities

• Answer and resolve customer inquiries regarding payments, 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.

Skills

Communication

Technical curiosity

Problem solving

Customer service

Multitasking

Adaptability

Tools

CRM software

POS systems

Ticketing systems

Job description

Shift4 is seeking a Customer Service Associate to provide front-line support for merchants, addressing payments, POS systems, hardware, software, and accounts. You will guide users through troubleshooting steps and resolve issues across multiple channels.

The role requires strong communication, technical curiosity, and the ability to manage multiple tasks in a fast-paced environment. Shift4 values a customer-focused, self-service mindset and cross-functional collaboration.