POS Support, Sr Associate at Shift5

United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Commerce Technology, RetailIndustries

Requirements

High school diploma or equivalent preferred
3 Years’ experience working within a technical help desk/call center environment
Experience working with Point of Sale (POS) solutions
Experience with credit card terminals, POS equipment, registers, touch screens, and scanners preferred
Excellent listening, written, and verbal communication skills
Strong problem-solving skills with attention to detail
Ability to handle multiple tasks in a fast-paced call center environment
Ability to adapt to change and implement solutions creatively
Proficient in relevant computer applications
Ability to attend office in Nottingham for shift starts ranging from 7:00 AM and 10:30AM
Available to work weekends (circa 1 in 5), following comprehensive training of systems and software. When working weekends, Tuesday and Wednesdays are off days
Bilingual (English/Spanish) is a plus but not required
Experience in the banking or credit card processing industry preferred
Knowledge of customer service principles and best practices
Familiarity with Microsoft Office Suite

Responsibilities

Act as the initial point of contact for clients experiencing technical issues with their WAY2PAY systems
Listen attentively to customer needs and concerns; demonstrate empathy while building rapport
Improve terminal and POS system performance by identifying problems and recommending changes
Diagnose customer issues through process of elimination by asking probing questions
Provide resolution by identifying problems, researching answers, and guiding merchants through corrective steps
Ensure issues are logged and tracked in the ITSM, providing both frequent updates internally and externally to ensure all stakeholders are best informed
Ensure contractual SLA’s are adhered to in line with company policy and procedure
Receive and resolve inbound calls, emails, chats, tasks, and tickets
Interact and coordinate with other departments to resolve customer issues efficiently
Maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public
Demonstrate exemplary performance and attendance
Be flexible in work hours to support 24/7 Support Center operations, including weekends and holidays
Escalate complex technical issues to 2nd Line Support or relevant 3rd Line technical teams, providing detailed information to facilitate swift resolution
Participate in on-call rotation as required (1 in 5 weeks)
Conduct basic user training to help clients optimize their use of WAY2PAY systems and prevent recurring issues
Perform additional duties as assigned to support departmental goals

Skills

Key technologies and capabilities for this role

POS SupportWAY2PAYSelf Order KiosksTechnical TroubleshootingCustomer ServiceITSMSLA ManagementTicket Systems

Questions & Answers

Common questions about this position

What qualifications are required for the POS Support, Sr Associate role?

A high school diploma or equivalent is preferred, along with experience working with Point of Sale (POS) solutions. Preferred experience includes credit card terminals, POS equipment, registers, touch screens, and scanners, plus excellent communication, problem-solving skills, and ability to handle a fast-paced environment.

Is this a remote position, or is there an office requirement?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What are the work hours like for this position?

The role requires flexibility in work hours to support 24/7 Support Center operations, including weekends and holidays, and participation in on-call rotation (1 in 5 weeks).

What makes a strong candidate for this POS Support role?

Strong candidates have POS experience, excellent communication and problem-solving skills, ability to thrive in a fast-paced environment, and bilingual English/Spanish skills as a plus.

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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