Technical Support Representative I

OverviewShift4 (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.ResponsibilitiesDeliver exceptional service and support to customers via telephone, email, and chatsMeet service level and Interaction requirements set in place by managementGather information and determine the issue by evaluating and analyzing the symptoms and issuesDiagnose and resolve technical issues involving Shift4shop, Shift4shop services, and Shift4 PaymentsFollow standard processes and proceduresIdentify and escalate priority issues per customer and company specificationsAccurately process and record call, email, and chat interactionsFollow up and make scheduled callbacks or emails to customers where necessaryStay current with system information, changes and updatesMust be able to sit for long periods of timePosition requires use of headset/microphoneOther tasks as assignedQualificationsStrong customer service oriented attitudeAt least one year customer service experienceAt least one year Technical Support experienceAbility to troubleshoot and process technical issuesAbility to multitask and process different kinds of interactions at onceExcellent oral and written communication skillsExcellent documentation technique and processes.We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.