Shift4 (formerly Smartpay) is boldly redefining commerce by simplifying complex payment ecosystems locally and across the world. As the leader in commerce-enabling technology, with over 56,000 terminals in Australia and New Zealand, Shift4 powers millions of transactions annually for thousands of businesses in virtually every industry.

Shift4’s mission is to provide industry-leading, world-class customer service and therefore we seek the best people to serve our customers. We act with integrity, care about our customers and each other, and always seek opportunities to grow as individuals and as an organisation. We are immensely proud of our culture - from the moment you step through our doors, you’ll feel welcome and a part of our journey.

The Opportunity

Our Merchant Assist team provides technical and customer support to Shift4's customers. Working with a close-knit team, you will be responsible for:

Escalated merchant queries, solve problems and close requests

Reviewing existing customers to identify risk of cancellation or opportunities for upselling additional terminals

Help merchants understand our products/solutions and troubleshoot basic terminal use whilst reducing customer downtime





Manage customer maintenance requests, engage stakeholders where needed and go above and beyond to find solutions

Maintain merchant records by updating account information accurately and efficiently

The Merchant Assist team is based onsite at our modern Sydney CBD office full time (Mon-Fri).

About You

Shift4 prides ourselves on our exceptional customer service - and this begins with you! The successful candidate will bring the following attributes to the role:

Excellent customer service skills, including ability to maintain a positive, empathetic, and a professional attitude toward merchants at all times

Confident in a phone-based role, and case management skills whilst applying exceptional attention to detail

Ability to multitask and focus on different tasks and priorities

Willingness to become an expert in Shift4's products and offerings

Applicants must have a legal right to work in Australia as we are unable to provide sponsorship for this level of role.

Shift4 is committed to fostering a diverse and inclusive workplace.

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📌 Customer Support Specialist (New South Wales)
🏢 Smartpay
📍 New South Wales