POS Software Consultant II

Responsibilities

A POS Software Consultant is expected to work with customers to identify POS system problems. They should achieve resolution by analyzing call logs to notice common trends and underlying problems and by applying a logical thought process to the troubleshooting they are performing based on the training they have been given. They should support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. These interactions should be coordinated in real-time. Representatives are also expected to acquire an in-depth understanding of the Shift4 software and equipment customers are using accompanied by good interpersonal and customer service skills.  Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build a rapport with the customers.

• Improve system performance by identifying problems and recommending improvements.
• Diagnose customer issues through process of elimination by asking probing questions.
• Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Receive & resolve inbound calls, emails, chats, tasks, & tickets.
• This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
• Demonstrate exemplary performance & attendance.
• Flexibility to accommodate a 24/7 Support Center.
• Participate in recurring training of Shift4 product suite.
• Utilize internal knowledgebase and decision tree systems.
• As a Support Technician, you will occasionally be called upon to perform other duties not included in this job description.

Qualifications

• High school diploma or equivalent is required.
• Minimum 1 year experience of remote technical support.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with proficient attention to detail.
• Must be able to handle multiple tasks at once in a fast-paced support center environment.
• Interact and coordinate with other departments to resolve customer issues.
• Ability to adapt to and implement change.
• Creative and forward-thinking.
• Proficient in relevant computer applications.
• Bilingual (English/Spanish) is a plus, but not required.
• Experience in the banking or credit card processing industry preferred.
• Knowledge of customer service core principles and practices.
• Ability to work independently with limited supervision.
• Willingness to be on call and work overtime, if necessary.
• Familiarity with the Microsoft Office Suite.

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