Back to jobs
New

POS Support, Sr Associate

United Kingdom

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.

The POS Support, Sr Associate – GiveX provides advanced technical support and troubleshooting for WAY2PAY POS and Self Order Kiosks systems. This role interacts with merchants and internal teams across multiple communication channels (phone, email, chat, ticket systems) to resolve technical issues efficiently, build rapport with customers, and maintain professional service standards. The Sr Associate also participates in on-call rotations and supports team knowledge sharing.

Responsibilities: 
  • Act as the initial point of contact for clients experiencing technical issues with their WAY2PAY systems.
  • Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
  • Improve terminal and POS system performance by identifying problems and recommending changes.
  • Diagnose customer issues through process of elimination by asking probing questions.
  • Provide resolution by identifying problems, researching answers, and guiding merchants through corrective steps.
  • Ensure issues are logged and tracked in the ITSM, providing both frequent updates internally and externally to ensure all stakeholders are best informed.
  • Ensure contractual SLA’s are adhered to in line with company policy and procedure
  • Receive and resolve inbound calls, emails, chats, tasks, and tickets.
  • Interact and coordinate with other departments to resolve customer issues efficiently.
  • Maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public.
  • Demonstrate exemplary performance and attendance.
  • Be flexible in work hours to support 24/7 Support Center operations, including weekends and holidays.
  • Escalate complex technical issues to 2nd Line Support or relevant 3rd Line technical teams, providing detailed information to facilitate swift resolution.
  • Participate in on-call rotation as required (1 in 5 weeks).
  • Conduct basic user training to help clients optimize their use of WAY2PAY systems and prevent recurring issues.
  • Perform additional duties as assigned to support departmental goals.

Qualifications

  • High school diploma or equivalent preferred.
  • Experience working with Point of Sale (POS) solutions.
  • Experience with credit card terminals, POS equipment, registers, touch screens, and scanners preferred.
  • Excellent listening, written, and verbal communication skills.
  • Strong problem-solving skills with attention to detail.
  • Ability to handle multiple tasks in a fast-paced call center environment.
  • Ability to adapt to change and implement solutions creatively.
  • 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 principles and best practices.
  • Familiarity with Microsoft Office Suite.

Requirements:

  • 3 Years’ experience working within a technical help desk/ call center environment
  • Ability to attend office in Nottingham for shift starts ranging from 7:00 AM and 10:30AM.
  • Available to work weekends (circa 1 in 5), following comprehensive training of systems and software. When working weekends, Tuesday and Wednesdays are off days.

Nice To Haves:

  • Experience working with large retail customers.
  • Experience working in a B2B, SaaS environment.

 

 

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.

 

Create a Job Alert

Interested in building your career at Shift4? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

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

Select...
Select...

This includes any companies that have been acquired by Shift4.

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.