Technical Support, Associate

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Deadline

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About this role

Technical Support, Associate Center Valley, Pennsylvania, United States; Las Vegas, NV; Morrisville, North Carolina, United States 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 . A Technical Support Representative is expected to work with customers to identify Shift4shop e-commerce related issues. They should achieve resolution by applying a logical thought process to the troubleshooting they are performing based on the training they have been given and by analyzing call, ticket, or chat logs to notice common trends and underlying problems. They should support customer interactions through multi-messaging channels such as email, tickets, phone, and chat systems. These interactions should be coordinated and real-time. Representatives are also expected to acquire an in-depth understanding of the software and services customers use, accompanied by good interpersonal and customer service skills. Responsibilities: - Deliver exceptional service and support to customers via telephone, email, and chats - Meet service level and Interaction requirements set in place by management - Gather information and determine the issue by evaluating and analyzing the symptoms and issues - Diagnose and resolve technical issues involving Shift4shop, Shift4shop services, and Shift4 Payments - Follow standard processes and procedures - Identify and escalate priority issues per customer and company specifications - Accurately process and record call, email, and chat interactions - Follow up and make scheduled callbacks

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