Customer Service Associate

About the role

Shift4, a leader in commerce-enabling technology, is hiring a Customer Service Associate to provide front-line support to merchants across multiple channels. The associate resolves inquiries about payments, POS systems, hardware, software and accounts, combining technical curiosity, problem-solving and clear, professional communication.

Key responsibilities

• Answer and resolve customer inquiries about payment processing, billing, hardware, software and accounts.
• Walk merchants through troubleshooting steps for credit card terminals, POS systems and integrated software platforms.
• Diagnose technical issues and escalate complex cases to higher-tier teams when needed.
• Use internal systems, knowledge bases and tools to give fast and accurate support.
• Educate users on self-service features and digital support tools.
• Document cases and follow up until fully resolved.
• Manage multiple communication channels (phone, email, chat, ticketing) efficiently.
• Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM and ticketing platforms.

Required profile

• Experience in customer service or technical support (POS, call center, SaaS or FinTech preferred).
• Familiarity with payment processing or restaurant/hospitality technology is a plus.
• Ability to multitask and stay organized in a fast-paced environment.
• Flexibility to work varied shifts in a 24/7/365 support team.

Required skills

• Strong verbal and written communication skills.
• Technical curiosity and ability to navigate applications and systems.
• Problem-solving skills and the ability to explain technical concepts clearly.