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 www.shift4.com. Summary The Shift4 Focus POS Support, Sr Associate provides frontline technical support for Focus POS systems used by restaurant merchants. This role diagnoses, troubleshoots, and resolves merchant issues by phone and ticket while maintaining high standards of customer service. Associates escalate priority or complex issues to the escalation team per established criteria and contribute to system performance improvements and merchant satisfaction. Responsibilities Listen attentively to merchant needs and concerns; demonstrate empathy while building rapport, recognizing that restaurants often need help during live service. Identify and resolve POS software and hardware issues through logical troubleshooting. Guide merchants through corrective steps and resolve issues on first contact whenever possible. Receive and resolve inbound calls, tasks, and tickets. Identify and escalate priority or complex issues to the escalation team per established escalation criteria, with complete and accurate case details. Accurately document all interactions, troubleshooting steps, and outcomes. Meet service level, quality, and productivity expectations set by management. Stay current on system changes, product updates, and process changes. Maintain cooperative and professional relationships with coworkers, supervisors, and merchants. Be flexible in work hours to support call center needs, including evenings, weekends, and holidays. Perform other duties as assigned. Qualifications High school diploma or equivalent required. 1+ years of customer service and/or technical support experience. Experience with POS systems, credit card terminals, registers, touch screens, printers, and scanners is a plus. Experience in banking or credit card processing preferred. Excellent listening, written, and verbal communication skills. Strong problem-solving skills with attention to detail. Ability to handle multiple tasks simultaneously in a fast-paced call center environment. Proficient in Windows and relevant computer applications, including Microsoft Office Suite. Knowledge of customer service core principles and practices. Bilingual (English/Spanish) is a plus but not required. 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. WELCOME TO THE FUTURE OF COMMERCE About Shift4 Shift4 (NYSE: FOUR) powers the experience economy, enabling businesses to deliver the moments that matter. Transforming how people shop, dine, stay, and play, Shift4’s commerce technology allows for a seamless experience at any scale. From your neighborhood restaurant to the world’s largest event venues, Shift4 handles billions of transactions annually for hundreds of thousands of businesses around the world. For more information, visit shift4.com. About Global Blue Global Blue by Shift4 is the industry leader in Tax Free Shopping solutions, simplifying the tax refund process for international travelers and driving revenue for retailers through a fully integrated commerce experience. As a business partner for the shopping journey, we seamlessly connect shoppers and brands worldwide, powering over 40 million transactions each year. For more information, please visit globalblue.com and shift4.com. A Global Leader in Financial Technology 75+ Countries $300+ Billion Processed Annually 300,000+ Customers 1,200+ Technology Integrations 5+ Billion Annual Transactions 100+ Payment Methods Shift4's experienced senior leadership team helps us push the boundaries of commerce innovation. Meet the Executive Team Shift4Cares We take corporate social responsibility seriously and strive to make a positive impact on the world around us. The Shift4 team is committed to making a difference in our local communities through volunteerism and other charitable contributions. Join Our Team Our people are our greatest asset, and we’re always looking for driven and innovative individuals to join our fast-growing team. Click on the link above to learn more about our company culture and view open positions.

POS Support, Sr Associate - Focus Center of Excellence (FCE).

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