Technical Support, Associate

A Technical Support Representative is expected to work with customers to identify Shift4shop e-commerce related issues. They should achieve resolution by applying a logical thought process to the troubleshooting they are performing based on the training they have been given and by analyzing call, ticket, or chat logs to notice common trends and underlying problems.  They should support customer interactions through multi-messaging channels such as email, tickets, phone, 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 services customers use, accompanied by good interpersonal and customer service skills.

 

Responsibilities:

• 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.