POS Help Desk, Specialist I

Payroc is a payments technology company. The POS Help Desk Specialist I provides first-line technical support to merchants, troubleshooting point-of-sale hardware, software, and payment processing issues, documenting cases, and escalating complex problems.

What you'll do:

• 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

What they're looking for:

• 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
• 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

Benefits:

• Remote work
• Benefits may include medical coverage, financial benefits, and wellness support tailored to your needs.