Technical Support Representative

• 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.

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.

This position is office-based (No-remote, or hybrid). The role requires regular use of computers, phones, ticketing systems, and remote access tools. Some after-hours ( 2 PM - 1- PM) and weekend support are required based on the rotating customer support coverage.

Success in This Role Looks Like

• 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.

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance