Senior POS Support Specialist — Restaurant Tech Focus

Shift4; Pennsylvania; On-site; USD 48,000 - 60,000; Full time

Job summary

Shift4 seeks a Senior Associate for Focus POS Support at the Center Valley, PA focus center. You will provide frontline technical support for Focus POS systems used by restaurant merchants, diagnosing and resolving issues by phone and ticket with a strong emphasis on customer service.

Responsibilities include documenting troubleshooting steps, escalating complex issues, meeting SLA targets, staying updated on system changes, and maintaining professional relationships with merchants and team

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.

Responsibilities

• Listen attentively to merchant needs and concerns; demonstrate empathy while building rapport.
• 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 escalate priority or complex issues to the escalation team with complete 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 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.

Skills

Customer service

Technical support

Empathy & rapport

Multi-tasking

Windows proficiency

Communication skills

Bilingual (en/es)

Education

High school diploma or equivalent

Tools

POS systems

Credit card terminals

Printers/Scanners

Job description

Shift4 seeks a Senior Associate for Focus POS Support at the Center Valley, PA focus center. You will provide frontline technical support for Focus POS systems used by restaurant merchants, diagnosing and resolving issues by phone and ticket with a strong emphasis on customer service.

Responsibilities include documenting troubleshooting steps, escalating complex issues, meeting SLA targets, staying updated on system changes, and maintaining professional relationships with merchants and team