POS Help Desk, Specialist I

The POS Help Desk Specialist I provides first-line technical support to merchants, helping resolve issues with point-of-sale hardware, software, and payment processing. This role combines troubleshooting with customer service to keep merchants’ daily operations running smoothly. As an initial point of contact, this individual guides merchants through common technical issues, system configurations, and basic usage questions while documenting support interactions and following through on resolution. The specialist also partners with advanced support teams to escalate complex issues and contributes to support resources that improve the merchant experience., * Provide Tier 1 support via phone, email, or ticketing system to merchants experiencing issues with POS hardware, software, or payment processing

• Accurately log and track all support interactions in the help desk system, ensuring proper documentation and case resolution
• Troubleshoot common issues including device connectivity, transaction errors, printer/PIN pad malfunctions, and user interface problems
• Assist merchants with system configurations, password resets, basic training, and usage guidance
• Escalate unresolved or complex technical issues to Tier 2 support or technical engineering teams as appropriate
• Maintain up-to-date knowledge of supported hardware, POS platforms, and payment software
• Contribute to the creation and maintenance of knowledge base articles and support documentation

• 1+ year of experience in a technical support, help desk, or customer service role
• Basic understanding of POS systems, networking, or payment terminal equipment
• Strong problem-solving and communication skills, with the ability to explain technical issues clearly to non-technical users
• Ability to manage multiple support tickets and prioritize in a fast-paced environment
• Proficiency with Windows, iOS, or Android operating systems and remote support tools
• Detail-oriented with a commitment to accurate documentation and follow-up

Preferred Qualifications

• Experience supporting POS systems (e.g., Clover, Toast, Revel, Aloha, Lightspeed, Square)
• Familiarity with payment processing systems, EMV, PCI compliance, or merchant services
• Experience with Salesforce Service Cloud
• Exposure to ticketing platforms such as Jira, Zendesk, Freshdesk, or ServiceNow
• Bilingual capabilities are a plus

• Working hours are approximately 2:00 - 11:00PM (PST). Weekend availability required.
• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods

Job Classification

• Non-Exempt

About Payroc Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape. At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve. We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.