Lead POS & Payment Systems Technician
Job Description
Lead POS & Payment Systems Technician to oversee technical support operations for retail clients, including Beauty Supply stores and specialty retailers. This role involves supervising the technical team, managing service workflows, and ensuring high standards of customer satisfaction and system reliability.
Key Responsibilities
Team Leadership & Management
- Supervise and mentor junior technicians, providing technical guidance and performance feedback.
- Manage team schedules, service ticket escalations, and resource allocation for on-site installations.
- Develop and implement standardized SOPs for POS installation and troubleshooting processes.
- Monitor service quality and ensure all support requests are resolved within defined SLAs.
Advanced Technical Support & Installation
- Oversee the end-to-end installation and configuration of complex POS hardware and software systems.
- Act as the final escalation point for complex technical issues involving software, printers, scanners, and network connectivity.
- Manage system-wide upgrades and critical updates for POS and credit card processing environments.
Payment Processing & Integration Oversight
- Lead the setup and advanced configuration of credit card terminals and mobile payment devices (EMV, contactless).
- Troubleshoot high-level payment gateway and processor connectivity disruptions.
- Serve as the primary technical liaison between the company and third-party payment processors.
Strategic System Maintenance
- Audit routine system checks and preventative maintenance schedules performed by the team.
- Verify the integrity of data backup and disaster recovery protocols.
- Analyze service ticket trends to identify and resolve recurring systemic issues.
Qualifications
Minimum 5+ years of experience in POS or IT support/installation, with at least 1-2 years in a lead or supervisory role.
Expert-level understanding of POS architecture and payment processing ecosystems.
Advanced knowledge of networking (TCP/IP, VLANs, routers, and Wi-Fi security configuration).
Proficiency in Android-based POS systems and remote management tools.
- Bilingual in English and Korean is strictly required to facilitate communication with diverse store owners and internal stakeholders.
Valid driver’s license for field service and site visits.
Preferred Skills
- Deep experience with retail-specific POS environments and EMV terminal standards.
- Solid understanding of PCI-DSS compliance and data security best practices.
- Relevant certifications such as CompTIA Network+, Security+, or specialized POS vendor certifications.
- Strong interpersonal skills with a proven ability to train both staff and clients effectively.
Benefits
- Premium Medical Insurance Coverage
- 401(k) Savings Plan
- Paid Time Off (PTO) based on seniority
- Paid Holidays
- Additional Workplace Offerings (subject To Change Or Eligibility.)
- Annual Bonus Plan
- Onsite Employee Fitness Center with Indoor Racquetball Court and Yoga Room
- Summer Fridays
- Complimentary Gourmet Breakfast, Lunch, and Dinner
- Relocation Support for New Hires
- Work Anniversary Recognitions
- Congratulatory & Condolence Gifts
- Employee Referral Bonus Program
- Licenses/Certifications Reimbursements
- Corporate Employee Discounts
- Visa Sponsorships (100% paid by the company)
- i.e., New H-1B, H-1B Transfer, O-1, and Green Card
- Commuter Support (Shuttle Bus Program and EZPass Support)
- Vehicle Perks
Qualification(s)
Education(s): Bachelor of Science (B.S): Computer and Information Science
Work Experience Experience Range II: 2 - 4 years of relevant experience or industry exposure in a related field
Skills: Computer Networking, IT Customer Support, Point of Sale (POS) Systems
Language(s): English, Korean
Certification(s): Not Applicable
Anticipated Compensation Range
The anticipated compensation range is 21.50 - 39.75 USD Hourly. Actual compensation will be determined based on various factors including qualifications, education, experience, and location.