Customer Support / Tech Support / Helpdesk

for Shift4 Corporation in Las Vegas, NV

Report
Skills:
Minimum two years experience in customer service/care environment and/or help desk experience 
Location:
Las Vegas, NV
Area Code:
702 
Travel Req:
none 
Telecommute:
no 
Pay Rate:
Up to $16.00 D.O.E 
Tax Term:
FULLTIME 
Length:
 
Posted:
9-22-2014 
Position ID:
219992 
Dice ID:
10277617 

Position Description

The Customer Support/Tech Support candidate will be responsible for supporting, training, and implementing our enterprise payment gateway DOLLARS ON THE NET® and corresponding services to a broad customer base in a myriad of industries. A successful candidate must be familiar and experienced in an Application Service Provider (ASP) operating environment and be able to effectively articulate solutions to the customer.

Essential Functions

  • First-tier support:
    • Answering all inbound calls to the Customer Support department
    • Identifying issues defined by customers
    • Identifying, researching, diagnosing, and resolving customer issues, striving for first call resolution whenever possible
    • Logging case history and follow up on open cases for quality assurance and account retention
    • Proficient knowledge of installations, which includes pre-installation assessments and training of our customers using Shift4 products and services
  • Keeping abreast of our solutions’ new features, functionality, and installation procedures
  • Attending all required department meetings and trainings

Knowledge, Skills, and Abilities

  • Troubleshooting of PC-related issues
  • Team player
  • Ability to pick up new concepts easily with a passion to learn and self-motivation
  • Ability to multi-task effectively
  • Assertive and able to resolve customer issues with tact and diplomacy
  • Demonstrate a sense of urgency, drive, proven capability to develop, lead, and implement new initiatives with little supervision on an ongoing basis
  • Excellent communication skills required:
    • Verbally communicate clearly
    • Clarify problems or issues
    • Good listening skills
    • Professional and courteous
    • Positive attitude

Education and Experience

  • Minimum of two years experience in a customer service/call center  environment, and/or helpdesk experience or equivalent experience in hotel/front desk, auditing, or accounting
  • Knowledge of Internet Service ASP-based solutions, Windows operating systems, and Internet connectivity methods
  • Prior knowledge of or exposure to any of the following Point-of-Sale/Property Management Systems (POS/PMS):
    • Micros
    • AutoClerk
    • Hilton OnQ
    • Opera PMS
    • Room Master
    • SMS Touch
    • Fidelio
    • Profit Manager
    • Squirrel
    • RetailPro
    • InfoGenesis
    • PAR Springer-Miller
    • LMS/Agilisys

Additional Requirements

  • Must be flexible in work hours for 24/7 call center needs (available shifts include traditional 8-hour and "4-10" shifts)
  • Due to the financial nature of Shift4, candidates are asked to submit to a background check and drug test
Shift4 Corporation