Customer Service, Sr Associate - GiveX

Benefits

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Family-building benefits

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Weekend work

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About this role

Customer Service, Sr Associate - GiveX Mexico City, Mexico City, Mexico Overview 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 . Shift4 is expanding globally and hiring Customer Support Representatives to work with customers! This is an onsite opportunity based at Shift4's Cuauhtémoc, Ciudad de México office. Summary: The Customer Service, Sr Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication. Responsibilities: - Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts. - Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms. - Diagnose technical issues and escalate complex cases to higher-tier teams when necessary. - Use internal systems, knowledge bases, and tools to provide fast and accurate support. - Educate users on self-service features and digital support tools. - Document cases and follow up to ensure full resolution. - Manage multiple communication channels (phone, email, chat, ticketing) efficiently. - Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools. - Answer and resolve customer inquiries regarding gift card payment processing, hardware, software, accounts, loyalty and ecommerce. Qualifications:

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