Technical Support Representative

We are seeking a knowledgeable and customer-focused Point of Sale Technical Support Representative to provide technical assistance to customers using our POS systems, payment terminals, hardware, and related software solutions. This role is responsible for troubleshooting issues, guiding users through setup and daily operations, documenting support cases, and ensuring a positive customer experience., * Provide technical support for POS software, hardware, payment terminals, printers, scanners, cash drawers, and related peripherals.

• Respond to customer inquiries via phone, email, chat, ticketing system, or remote support tools.
• Troubleshoot system issues, including connectivity problems, payment processing errors, hardware malfunctions, software configuration, and user access issues.
• Assist customers with POS installation, setup, updates, and basic training.
• Diagnose and resolve technical issues in a timely and professional manner.
• Escalate complex technical issues to senior support, development, or implementation teams when needed.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions in the support ticketing system.
• Coordinate with internal teams, payment processors, vendors, and field technicians to resolve customer issues.
• Monitor open support cases and ensure timely communication with customers.
• Maintain a strong understanding of company products, services, updates, and support procedures.
• Identify recurring issues and provide feedback to improve products, documentation, and customer training materials.
• Follow company standards for customer service, data security, and compliance., * Customers receive timely, professional, and accurate technical support.
• POS issues are resolved efficiently with clear documentation.
• Escalations are handled appropriately and followed through to resolution.
• Customers feel confident using their POS system after support interactions.
• Recurring issues are identified and communicated to improve service quality.

Do you have experience in Customer relationship management (CRM) systems (technically supported)?, Do you have a High school diploma or GED?, The ideal candidate has strong technical problem-solving skills, excellent communication abilities, and experience supporting retail, restaurant, hospitality, or payment technology environments., * High school diploma or equivalent required; associate’s or bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred.

• Previous experience in technical support, help desk, customer service, or POS support preferred.
• Familiarity with POS systems, payment terminals, credit card processing, retail systems, or restaurant technology is a plus.
• Basic understanding of networking concepts such as Wi-Fi, LAN, routers, IP addresses, and internet connectivity.
• Experience troubleshooting Windows, Android, iOS, or cloud-based applications.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong problem-solving, multitasking, and organizational skills.
• Ability to remain calm and professional while supporting customers in urgent or high-pressure situations.
• Willingness to work flexible hours, including evenings, weekends, or holidays if required.

Preferred Skills

• Experience with ticketing systems such as Zendesk, Freshdesk, Jira, Salesforce, or similar platforms.
• Experience using remote support tools.
• Knowledge of payment processing, EMV, PCI compliance, and merchant services.
• Prior support experience in retail, restaurant, hospitality, grocery, or convenience store environments.
• Bilingual communication skills are a plus.

Pulled from the full job description

• 401(k)
• Health insurance