Technical Support Officer

Overview

The Shift4 Technical Support Centre is responsible for monitoring our payments processing systems, to ensure our company mission of up-time all the time is achieved. We also deliver 24/7/365 technical support to all our customers – to do this, we operate using a day-day-off-off-night-night-rest-rest shift pattern and an on-call (emergency) roster.

After gaining a detailed knowledge of Shift4’s systems and technology you will:

Responsibilities:

•    Monitor our systems, to ensure that our payments platform always remains stable and operational.
•    Troubleshoot any issues to understand the root cause and identify solutions.
•    Escalate any internal system faults to the Level 2 support or Shift4 system owners.
•    Work with our clients to resolve any problems on customers’ side.
•    Accurately log and update all activities and actions within the company CRM (Client Relationship Management) system.
•    Assist our customers via email, chat, or call, with any reported technical difficulties with their payments processing activities.
•    Conduct a full handover at the end of each shift to make sure operational continuity is maintained.

Requirements:

•    Have a basic understanding of technology or have the desire to learn.
•    Be able to analyse data to identify trends or spot issues.
•    Having previous customer handling experience will be considered as an asset.
•    Have good interpersonal skills for building relationships with colleagues at all levels.
•    Take ownership and responsibility for all required duties.
•    Display calmness under pressure and can react quickly and efficiently.
•    Be flexible and able to work with minimal supervision.
•    Familiarity with Kibana will be considered advantageous.
•    Possess excellent written & oral English.
•    Be computer literate; experience in Ms Excel will be considered as an asset.

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.