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Technical Support Specialist New


Shift4 Allentown


Tamarac, United States

United States

IT Systems




Not specified

Permanent | Full Time

Shift4Shop is an all-in-one eCommerce solution for building and growing an online store. With included SaaS web hosting, PCI compliance, and hundreds of built-in features for selling online and managing your business, Shift4Shop is the ideal solution for eCommerce. Powerful functionality and flexibility suit businesses from solo entrepreneurs to large enterprises. Part of the Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit Technical Support Specialist is expected to work with customers to identify Shift4shop ecommerce related issues. They should achieve resolution by applying a logical thought process to the trouble shooting they are performing based on the training they have been given and by analyzing call, ticket, or chat logs to notice common trends and underlying problems.  They should support interactions with customers through multi messaging channels such as email, tickets, phone, and chat systems. These interactions should be coordinated and real time. Representatives are also expected to acquire an in depth understanding of the software and services customers are using accompanied by good interpersonal and customer service skills.Deliver exceptional service and support to customers via telephone, email, and chats.Meet service level and Interaction requirements set in place by management.Gather information and determine the issue by evaluating and analyzing the symptoms and issues.Diagnose and resolve technical issues involving 3dcart, 3dcart services, and partners.Follow standard processes and procedures.Identify and escalate priority issues per customer and company specifications.Accurately process and record call, email, and chat interactions.Follow up and make scheduled callbacks or emails to customers where necessary.Stay current with system information, changes and updates.Must be able to sit for long periods of time.Position requires use of headset/microphone.Other tasks as assigned. Strong customer service oriented attitude.At least one year customer service experience.At least one year Technical Support experience.Ability to troubleshoot and process technical issues.Ability to multitask and process different kinds of interactions at once.Excellent oral and written communication skills.Excellent documentation technique and processes.  We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.  

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