[Hiring] Remote Support Technician @Somewhere

Role Description

The Remote Support Technician - Level 1 serves as the first point of contact for store-level technical support requests. This role provides frontline assistance to Customer Service Associates, Store Managers, District Managers, and Regional Managers across multiple store locations.

• Troubleshoot hardware, software, internet connectivity, and operational system issues.
• Ensure timely communication, accurate documentation, and appropriate escalation when necessary.
• This is a highly operational support role where responsiveness, professionalism, urgency, and communication are essential to success.

Key Responsibilities

• Level 1 Store Technology Support
  • Serve as the first point of contact for store-level technology support requests.
  • Provide timely technical assistance to store employees, Store Managers, District Managers, and Regional Managers.
  • Troubleshoot common hardware, software, internet, and system access issues.
  • Guide store employees through troubleshooting steps in a clear, patient, and professional manner.
  • Help minimize operational downtime by identifying and resolving basic issues quickly or escalating appropriately.
  • Support users through phone, chat, email, and remote support tools.
• Supported Store Technology
  • Provide Level 1 support for store-facing technology including:
    • Store tablets
    • Chromebooks
    • POS systems
    • Internet connectivity
    • Wi-Fi and network connectivity
    • Internal web platforms
    • Digital forms and documents
    • Store login and access issues
    • Printers, scanners, and peripheral devices
    • Operational applications used by store teams
    • Customer-facing and employee-facing digital tools
• Issue Triage & Escalation
  • Determine whether issues can be resolved at Level 1 or require escalation.
  • Escalate complex technical issues to the Field IT Supervisor.
  • Communicate urgent store-impacting issues clearly and promptly.
  • Follow escalation procedures to ensure critical operational issues are addressed quickly.
  • Keep users informed regarding status updates, next steps, and follow-up expectations.
  • Document issues accurately and thoroughly.
• Store Operations Awareness
  • Understand how technology issues directly impact customer service, employee productivity, payment processing, and revenue.
  • Prioritize issues based on urgency and operational impact.
  • Remain calm and solution-oriented during high-pressure store situations.
  • Communicate with empathy and patience when assisting non-technical users.
• Continuous Improvement
  • Identify recurring support issues and recommend improvements.
  • Suggest enhancements to support processes, documentation, device setup, or training materials.
  • Stay current on systems, tools, and operational platforms used by store teams.
  • Support broader IT initiatives focused on reliability, consistency, and ease of use.

Qualifications

• 1 to 2+ years of experience in IT support, help desk support, technical support, or related customer service environments.
• Experience supporting non-technical users professionally and patiently.
• Basic understanding of:
  • Tablets and Chromebooks
  • POS systems
  • Web applications
  • Internet connectivity
  • Wi-Fi and networking basics
• Strong troubleshooting and problem-solving skills.
• Strong written and verbal English communication.
• Ability to document issues clearly and accurately.
• Ability to prioritize urgent operational issues.
• Comfortable working remotely and supporting users across multiple communication channels.

Soft Skills

• Highly dependable and responsive.
• Strong sense of urgency.
• Organized and detail-oriented.
• Calm under pressure.
• Patient and empathetic communicator.
• Strong follow-through and accountability.
• Able to work independently in fast-paced operational environments.
• Excellent customer service mindset.

Preferred Qualifications

• Experience supporting retail store technology or multi-location operations.
• POS troubleshooting experience.
• Basic knowledge of:
  • Networking
  • Routers
  • Modems
  • Internet connectivity troubleshooting
• Experience using ticketing systems or support tracking tools.
• Familiarity with:
  • Google Workspace
  • Microsoft Office
  • Slack
  • Web-based operational platforms
• Experience supporting Android tablets, Chromebooks, or similar devices.
• Retail, laundromat, field support, or multi-site operational support experience preferred.
• Bilingual English and Spanish strongly preferred.

Why This Role Matters

This role directly supports daily business continuity across store operations. When store technology fails, customer experience, employee productivity, payment processing, and revenue can all be impacted.

The Remote Support Technician plays a critical role in minimizing downtime, supporting store employees during operational challenges, and helping maintain stable, reliable technology across all locations.

Candidate Profile Summary

• Understands operational urgency.
• Can calmly support non-technical users.
• Communicates professionally under pressure.
• Takes ownership of issues until resolution.
• Understands the importance of minimizing store downtime.
• Thrives in structured support environments.
• Has strong customer service instincts alongside technical troubleshooting ability.