Customer Service, Sr Associate - GiveX at Shift4

<div class="content-intro"><h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Overview</span></h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Shift4 (NYSE: FOUR)</strong>&nbsp;is boldly redefining commerce by simplifying complex payments ecosystems across the world.&nbsp;As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for&nbsp;hundreds of&nbsp;thousands of businesses in virtually&nbsp;every industry. For more information, visit&nbsp;<a href="http://www.shift4.com/" target="_blank">www.shift4.com</a>.</span></p> </div> </div> </div></div><p></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong></strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Shift4 is expanding globally and hiring Customer Support Representatives to work with customers!</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>This is an onsite opportunity based at Shift4's Cuauhtémoc, Ciudad de México office.&nbsp;</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong></strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Summary:</strong><strong><br></strong>The Customer Service, Sr Associate provides front-line support to merchants across multiple channels, resolving inquiries related to payments, POS systems, hardware, software, and accounts. This role requires technical curiosity, problem-solving skills, and the ability to manage multiple tasks while delivering clear and professional communication.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Responsibilities:</strong></span></p> <ul> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Answer and resolve customer inquiries regarding payment processing, billing, hardware, software, and accounts.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Walk merchants through troubleshooting steps for credit card terminals, POS systems, and integrated software platforms.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Diagnose technical issues and escalate complex cases to higher-tier teams when necessary.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Use internal systems, knowledge bases, and tools to provide fast and accurate support.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Educate users on self-service features and digital support tools.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Document cases and follow up to ensure full resolution.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Manage multiple communication channels (phone, email, chat, ticketing) efficiently.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM &amp; ticketing platforms, and related tools.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Answer and resolve customer inquiries regarding gift card payment processing, hardware, software, accounts, loyalty and ecommerce.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Qualifications:</strong></span></p> <ul> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">1+ years customer service role</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Stellar verbal and written communication skills.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Strong technical curiosity and ability to navigate applications and systems.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Problem-solving skills with the ability to explain technical concepts clearly.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Experience in customer service or technical support (POS, call center, SaaS, or FinTech preferred).</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Familiarity with payment processing or restaurant/hospitality technology is a plus.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Ability to multitask and stay organized in a fast-paced environment.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Flexibility to work varied shifts in a 24/7/365 support team.</span></li> <li style="line-height: 2; font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Multilingualism is an asset (French, Spanish).</span></li> </ul> <p>&nbsp;</p> <p><span style="color: rgb(255, 255, 255); font-family: verdana, geneva, sans-serif; font-size: 10pt;">#LI-SM2</span></p> <p></p><div class="content-conclusion"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><em>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.</em></span></p> <hr> <p>&nbsp;</p></div>