Installation Services Representative II

Shift 4 Payments
Full time | Full day

Installation Services Representative II

Posted 21 July by Shift 4 Payments

  • Las Vegas

Overview

The Installation Services Technician is responsible for completing daily installations appointments, including re-installation assessments, UTG installations, EMV device configuration, DOTN administrator and Audit training sessions, and any third party device installations. Troubleshooting failed installation cases, and project planning future appointments to ensure successful installations. The only Kevin or Steve can hold the sync

must also work closely with the Installation Services coordinator to ensure rush appointments are handled quickly, are the department's daily operations run smoothly.

Responsibilities

Responsibilities

  • Complete installation appointments for all Shift4 products and services including 4Go, All types of PINPads and IYC implementations
  • Serve as a technical resource for level 1 support technicians and account coordinators (as needed)
  • Answer questions and/or resolve end-user troubleshooting calls over the phone and/or via remote connection
  • Ability to project plan future appointments and coordinate complex installations by working closely with customers, venders and other Shift4 Customer Service departments
  • Keep abreast of our solutions' new features, functionality, and installation procedures
  • Ability to schedule appointments
  • Other duties as assigned

Qualifications

  • Detail oriented with the ability to properly document case notes in Propweb
  • Exceptional written and oral communication skills, sending external email is a daily requirement
  • Positive attitude a must
  • Ability to work independently and prioritize tasks without management supervision
  • Ability to work with customers with varying degrees of computer literacy
  • Detail oriented with the ability to properly document case notes in Propweb
  • Exceptional written and oral communication skills, sending external email is a daily requirement
  • Positive attitude a must
  • Ability to work independently and prioritize tasks without management supervision
  • Ability to work with customers with varying degrees of computer literacy

Education and Experience:

  • Minimum six (6) months experience as a Support Technician.
  • Be proficient in advanced troubleshooting skills of all Shift4's products and services including $OTN, It's Your Card, Universal Transaction Gateway, API interface integration, UTG stub, PINpads, and Enhanced Micros drivers.
  • Be detailed and accurate in all work performed.
  • Demonstrate exemplary performance and attendance.
  • Has a proven track record of acting responsibly and has exhibited leadership qualities.
  • Be aware of and up to date on all Customer Support policies and procedures.
  • Display a positive attitude on the support floor to include supporting all Customer Service Management goals and objectives, and decisions made by the Customer Service Management Team.
  • Coaching, mentoring-lead by example and set a standard of excellence for Support Technicians to follow.
  • Must be flexible in terms of hours for training and operation purposes of the business.
  • Customer Support Team Leader reports to the Workforce Manager and Customer Care Manager.

Responsibilities Responsibilities - Complete installation appointments for all Shift4 products and services including 4Go, All types of PINPads and IYC implementations - Serve as a technical resource for level 1 support technicians and account coordinators (as needed) - Answer questions and/or resolve end-user troubleshooting calls over the phone and/or via remote connection - Ability to project plan future appointments and coordinate complex installations by working closely with customers, venders and other Shift4 Customer Service departments - Keep abreast of our solutions' new features, functionality, and installation procedures - Ability to schedule appointments - Other duties as assigned

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