Technical Support Representative

As a Technical Support Representative, you'll be responsible for helping customers with Shift4shop e-commerce issues. You'll use your training to apply logical troubleshooting methods and analyze call, ticket, or chat logs to identify trends and underlying problems. You'll also provide customer support through various channels like email, tickets, phone, and chat, ensuring that interactions are timely and coordinated. In addition, you'll need to develop a deep understanding of the software and services customers use, and demonstrate excellent interpersonal and customer service skills. 

• Deliver exceptional service and support to customers via telephone, email, and chats.
• Meet service level and Interaction requirements set in place by management.
• Gather information and determine the issue by evaluating and analyzing the symptoms and issues.
• Diagnose and resolve technical issues involving Shift4shop, Shift4shop services, and Shift4 Payments.
• Follow standard processes and procedures.
• Identify and escalate priority issues per customer and company specifications.
• Accurately process and record call, email, and chat interactions.
• Follow up and make scheduled callbacks or emails to customers where necessary.
• Stay current with system information, changes and updates.
• Must be able to sit for long periods of time.
• Position requires use of headset/microphone.
• Other tasks as assigned.

Qualifications

• Strong customer service oriented attitude.
• At least one-year customer service experience.
• At least one-year Technical Support experience.
• Ability to troubleshoot and process technical issues.
• Ability to multitask and process different kinds of interactions at once.
• Excellent oral and written communication skills.
• Excellent documentation technique and processes.