Payments Support, Associate

About the Role

The Payments Support Associate provides frontline support for Shift4 products and services, including Customer Hub, Universal Transaction Gateway (UTG), Shift4 One, and POS integrations. This role assists customers with troubleshooting, problem resolution, and general support inquiries, while collaborating with internal teams, resellers, and partners to ensure seamless operations.

Key Responsibilities

• Provide customer support via phone, email, chat, and ticketing systems.
• Assist customers with website navigation, statements, contracts, payments, and POS issues.
• Troubleshoot credit card, gift card, and POS processing issues.
• Collaborate with resellers, partners, and internal teams to resolve integration problems.
• Track and document support interactions, maintaining clear and accurate records.
• Stay up-to-date on software updates, product changes, and company policies.
• Manage multiple support tasks efficiently across channels.
• Participate in team meetings and contribute suggestions for process improvements.
• Support departmental goals and 24/7 operations with flexible work hours.
• Perform additional duties as assigned to support overall team success.

Requirements & Tech Stack

• PC hardware/software troubleshooting experience.
• Proficiency in Microsoft Office Suite or Google Workspace.

Qualifications

• High school diploma or equivalent required.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical concepts clearly and simply.
• Positive, collaborative, and team-oriented attitude.
• Quick learner with adaptability in a fast-paced environment.
• Associate’s degree or relevant tech support experience preferred.

Optional Qualifications

• Experience with credit card terminals or POS systems.
• Familiarity with payment processors and settlement procedures.
• Knowledge of Micros/Oracle POS systems.
• Fluency in written and spoken Spanish.