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# POS Help Desk, Specialist I

- **Company:** PAYROC LLC
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $43,680.0 - $47,840.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Android Software Development, Apple IOS, JIRA, System Configuration, Human-Computer Interaction, Issue Tracking Systems, PCI Data Security Standards, Clover, Remote Service Software, Salesforce.Com, Lightspeed, Zendesk, Servicenow
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8b4d28550cb90660

## About the Role

* 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

## Description

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