The Shift4 Technical Support Centre is responsible for monitoring our payments processing systems, to ensure our company mission of up-time all the time is achieved. We also deliver 24/7/365 technical support to all our customers – to do this, we operate using a day-day-off-off-night-night-rest-rest shift pattern and an on-call (emergency) roster.

After gaining a detailed knowledge of Shift4’s systems and technology you will:

Responsibilities:

•    Monitor our systems, to ensure that our payments platform always remains stable and operational.
•    Troubleshoot any issues to understand the root cause and identify solutions.
•    Escalate any internal system faults to the Level 2 support or Shift4 system owners.
•    Work with our clients to resolve any problems on customers’ side.
•    Accurately log and update all activities and actions within the company CRM (Client Relationship Management) system.
•    Assist our customers via email, chat, or call, with any reported technical difficulties with their payments processing activities.
•    Conduct a full handover at the end of each shift to make sure operational continuity is maintained.

Requirements:

•    Have a basic understanding of technology or have the desire to learn.
•    Be able to analyse data to identify trends or spot issues.
•    Having previous customer handling experience will be considered as an asset.
•    Have good interpersonal skills for building relationships with colleagues at all levels.
•    Take ownership and responsibility for all required duties.
•    Display calmness under pressure and can react quickly and efficiently.
•    Be flexible and able to work with minimal supervision.
•    Familiarity with Kibana will be considered advantageous.
•    Possess excellent written & oral English.
•    Be computer literate; experience in Ms Excel will be considered as an asset.