Senior POS Support Specialist - Frontline Restaurant Tech

100 Shift4 Payments, LLC; Center Valley (Lehigh County); On-site; USD 42,000 - 62,000; Full time

Job 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 escalate priority or complex issues to the escalation team and contribute to system performance improvements and merchant satisfaction. Flexible in hours to support call-center needs.

Qualifications

• 1+ years of customer service or technical support experience.
• Experience with POS systems, credit card terminals, registers, touch screens, printers, and scanners is a plus.
• Excellent listening, written, and verbal communication skills.

Responsibilities

• Listen attentively to merchant needs and concerns; demonstrate empathy while building rapport.
• Identify and resolve POS software and hardware issues through troubleshooting.
• Guide merchants through corrective steps and resolve issues on first contact when possible.
• Receive and resolve inbound calls, tasks, and tickets.
• Document all interactions, troubleshooting steps, and outcomes.

Skills

Customer service

Technical support

POS systems

Windows

Microsoft Office

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Tools

Windows

Microsoft Office Suite

Job description

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 escalate priority or complex issues to the escalation team and contribute to system performance improvements and merchant satisfaction. Flexible in hours to support call-center needs.