Senior POS Support Specialist - Restaurant Tech & Service

Shift4 Payments, LLC; Las Vegas (NV); On-site; USD 25,000 - 33,000; Full time

Job summary

Shift4 Payments, LLC is seeking a Sr Associate to provide frontline technical support for Focus POS systems used by restaurant merchants. You will diagnose, troubleshoot, and resolve issues by phone and ticket, escalating complex cases when needed and documenting outcomes clearly.

The role requires strong listening and communication skills, the ability to multitask in a fast-paced call center, and familiarity with Windows and MS Office.

Qualifications

• High school diploma or equivalent is required.
• 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.
• Banking or credit card processing experience is preferred.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with attention to detail.
• Ability to multitask in a fast-paced call center environment.
• Proficiency in Windows and MS Office applications.
• Knowledge of customer service principles and practices.
• Bilingual English/Spanish is a plus but not required.

Responsibilities

• Provide frontline technical support for Focus POS systems by phone and ticket.
• Diagnose, troubleshoot, and resolve merchant issues with high first-contact resolution.
• Escalate complex cases to the escalation team per criteria and document steps taken.
• Document all interactions, troubleshooting steps, and outcomes.
• Meet defined service level, quality, and productivity targets.
• Stay updated on system changes, product updates, and processes.
• Maintain professional relationships with coworkers and merchants.
• Support flexible hours, including evenings, weekends, and holidays.

Skills

Active listening

Empathy

Problem solving

Communication skills

Multitasking

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Windows

Microsoft Office

POS systems

Credit card terminals

Job description

Shift4 Payments, LLC is seeking a Sr Associate to provide frontline technical support for Focus POS systems used by restaurant merchants. You will diagnose, troubleshoot, and resolve issues by phone and ticket, escalating complex cases when needed and documenting outcomes clearly.

The role requires strong listening and communication skills, the ability to multitask in a fast-paced call center, and familiarity with Windows and MS Office.