IT Support Specialist

Responsibilities

• Provide Tier 1/Tier 2 technical support via phone, email, chat, and remote access tools.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Troubleshoot payment terminals, POS systems, card readers, printers, tablets, and related peripherals.
• Configure, install, and maintain payment processing equipment and software.
• Aid merchants with menu builds, software setup, system optimization, and operational workflows.
• Train customers on the use of payment technology solutions and best practices.
• Document installation procedures and implementation outcomes.
• Manage support requests through CRM and ticketing systems.
• Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
• Monitor open tickets and provide timely updates to customers and internal stakeholders.
• Ensure service level objectives (SLOs) and response time expectations are met.
• Deliver exceptional technical support to merchants, sales partners, and internal teams.
• Assist with account-related inquiries, billing questions, and service requests.
• Collaborate with Sales, Operations, and Product teams to resolve customer issues.
• Participate in an on-call rotation for evenings and weekends to support critical customer needs.

Qualifications

• 2+ years of technical support, IT help desk, desktop support, or POS support experience preferred.
• Strong troubleshooting skills across Windows environments, software applications, and networking.
• Knowledge of TCP/IP networking, routers, firewalls, Wi-Fi, and internet connectivity troubleshooting.
• Experience with POS systems, payment terminals, or retail technology is highly desirable.
• Familiarity with CRM and ticketing systems.
• Strong analytical, problem-solving, and diagnostic skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• High school diploma or equivalent required.
• Bilingual (Spanish) is a plus.