Customer Service, Sr Associate at Shift5

Center Valley, Pennsylvania, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Payments, CommerceIndustries

Requirements

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

Responsibilities

Answer and resolve customer inquiries regarding 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 necessary
Use internal systems, knowledge bases, and tools to provide fast and accurate support
Educate users on self-service features and digital support tools
Document cases and follow up to ensure full resolution
Manage multiple communication channels (phone, email, chat, ticketing) efficiently
Maintain awareness of payment gateways, POS systems, APIs, backend dashboards, CRM & ticketing platforms, and related tools

Skills

Key technologies and capabilities for this role

Customer ServiceTechnical SupportPOS SystemsPayment ProcessingTroubleshootingCRMTicketing SystemsCommunication SkillsProblem SolvingAPIs

Questions & Answers

Common questions about this position

Is this customer service role remote or onsite?

This is an onsite opportunity based at Shift4's headquarters in Center Valley, PA office.

What are the key skills required for the Customer Service Sr Associate role?

The role requires stellar verbal and written communication skills, strong technical curiosity to navigate systems, problem-solving abilities to explain technical concepts, customer service or technical support experience (preferably in POS, call center, SaaS, or FinTech), and the ability to multitask in a fast-paced environment.

What is the salary or compensation for this position?

This information is not specified in the job description.

What are the work hours like for this customer service position?

The role requires flexibility to work varied shifts in a 24/7/365 support team.

What experience makes a strong candidate for this role?

Strong candidates will have experience in customer service or technical support, especially in POS, call center, SaaS, or FinTech, along with familiarity with payment processing or restaurant/hospitality technology.

Shift5

Observability platform for operational technology

About Shift5

Shift5 offers an observability platform that focuses on cybersecurity and data analytics for operational technology (OT) in defense and transportation sectors. The platform collects and analyzes data from onboard systems, such as buses and weapon systems, and is protocol-agnostic, allowing it to adapt to various data communication protocols. By providing real-time insights, Shift5 helps clients improve safety, maintenance scheduling, and threat detection. The company's goal is to enable better decision-making to enhance the reliability and performance of their fleets.

Kansas City, MissouriHeadquarters

2019Year Founded

$104.1MTotal Funding

SERIES_BCompany Stage

Data & Analytics, CybersecurityIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

401(k) Retirement Plan

401(k) Company Match

Employer-paid Life and Disability Insurance

Risks

Emerging OT cybersecurity startups could threaten Shift5's market share.

Rapid evolution of cyber threats may outpace Shift5's technological capabilities.

Economic downturns could lead to reduced budgets for cybersecurity solutions.

Differentiation

Shift5 offers a protocol-agnostic platform adaptable to any data communication protocol.

The company provides real-time, data-driven insights for defense and transportation sectors.

Shift5's platform enhances safety, availability, and resilience of operational technology assets.

Upsides

Growing demand for cybersecurity in transportation due to rising cyber threats.

Increased interest in predictive maintenance technologies to reduce costs and improve reliability.

U.S. Department of Defense's focus on cybersecurity presents opportunities for Shift5.

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