POS Support, Sr Associate - Focus Center of Excellence (FCE)

Shift4; Center Valley (Lehigh County); On-site; USD 50,000 - 65,000; Full time

Job summary

Shift4 Focus POS Support, Sr Associate, provides frontline technical support for Focus POS systems used by restaurant merchants. This role diagnoses, troubleshoots, and resolves merchant issues by phone and ticket while maintaining high standards of customer service.

Associates escalate priority or complex issues to the escalation team and contribute to system performance improvements and merchant satisfaction.

Qualifications

• High school diploma or equivalent.
• 1+ years of customer service or technical support.
• Experience with POS systems, terminals, printers, and scanners.
• Bilingual in English/Spanish is a plus but not required.
• Proficient in Windows and Microsoft Office.

Responsibilities

• Listen attentively to merchant needs and concerns; build rapport.
• Identify and resolve POS software and hardware issues.
• Guide merchants through corrective steps and resolve on first contact.
• Receive and resolve inbound calls, tasks, and tickets.
• Escalate priority or complex issues with complete case details.
• Document all interactions and troubleshooting steps.
• Meet service level, quality, and productivity expectations.
• Stay current on system changes and product updates.
• Maintain professional relationships with coworkers and merchants.
• Support call center needs including evenings, weekends, and holidays.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Empathy

Education

High school diploma

Tools

POS systems

Credit card terminals

Windows OS

MS Office

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 Shift4 Focus POS Support, Sr Associate provides frontline technical support for Focus POS systems used by restaurant merchants. This role diagnoses, troubleshoots, and resolves merchant issues by phone and ticket while maintaining high standards of customer service. Associates accelerate priority or complex issues to the escalation team per established criteria and contribute to system performance improvements and merchant satisfaction.

Responsibilities

• Listen attentively to merchant needs and concerns; demonstrate empathy while building rapport, recognizing that restaurants often need help during live service.
• Identify and resolve POS software and hardware issues through logical troubleshooting.
• Guide merchants through corrective steps and resolve issues on first contact whenever possible.
• Receive and resolve inbound calls, tasks, and tickets.
• Identify and escalation priority or complex issues to the escalation team per established escalation criteria, with complete and accurate case details.
• Accurately document all interactions, troubleshooting steps, and outcomes.
• Meet service level, quality, and productivity expectations set by management.
• Stay current on system changes, product updates, and process changes.
• Maintain cooperative and professional relationships with coworkers, supervisors, and merchants.
• Be flexible in work hours to support call center needs, including evenings, weekends, and holidays.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• 1+ years of customer service and/or technical support experience.
• Experience with POS systems, credit card terminals, registers, touch screens, printers, and scanners is a plus.
• Experience in banking or credit card processing preferred.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with attention to detail.
• Ability to handle multiple tasks simultaneously in a fast-paced call center environment.
• Proficient in Windows and relevant computer applications, including Microsoft Office Suite.
• Knowledge of customer service core principles and practices.
• Bilingual (English/Spanish) is a plus but not required.

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.