Payments Support Specialist - Multichannel Troubleshooter

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 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.