Back to jobs

POS Support Representative

Center Valley, Pennsylvania, 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.

Position Overview

A POS Support Representative is expected to work with customers to identify terminal/ 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 and real-time. Representatives are also expected to acquire an in-depth understanding of the software and equipment customers are using accompanied by good interpersonal and customer service skills. 

Responsibilities

  • Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives. 
  • Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer 
  • Improve terminal performance by identifying problems; recommending changes
  • 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. 
  • As a Support Technician, you will occasionally be called upon to perform other duties not included in this job description. 
  • Demonstrate exemplary performance & attendance 
  • Must be flexible in work hours for 24/7 365 Call Center needs. 

Qualifications

  • High school diploma or equivalent is required 
  • Experience working with Positouch software solutions (1-2 years) in usage/management and or support is required. 
  • 2+ years working in the restaurant and hospitality industry or POS 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 call 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 
  • Knowledge of customer service core principles and practices 
  • Must complete Berke Assessment screening. 

We are looking for individuals who have experience working with Positouch software that have hands-on experience. This includes experience in the restaurant industry, preferably as POS support or restaurant management. We are looking for someone who is comfortable working on the phone in a call center environment with outstanding communication skills. This job requires logical thinking, strong problem-solving, and customer service skills. As well as a willingness to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

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.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

This includes any companies that have been acquired by Shift4.

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Shift4’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.