[Hiring] POS Help Desk Specialist I @Payroc

Role 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.

• 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.

Qualifications

• 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.

Requirements

• 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 Conditions

• 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.

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.