Technical Support Specialist

Pay: $20.00–$22.00 per hour

Job Type: Full-time
Location: In-office
Schedule: Evening/night shifts, including some weekends

About the Role

SuperSonic POS is looking for a Technical Support Specialist to join our growing support team. This is not a typical call-center position. Our support team works directly with business owners across the country to troubleshoot real-world technology, including point-of-sale systems, payment terminals, printers, networks, scanners, back-office software, and other connected hardware.

We are looking for someone who enjoys figuring things out, is comfortable with technology, and can communicate clearly with customers who may not be very technical themselves. You do not need experience with our specific systems. Much of our technology is proprietary, so we will train you. However, candidates should already have a basic technical foundation and be comfortable learning new hardware and software.

Experience with POS systems, payment processing, IT support, networking, computer repair, field service, electronics, or similar technical environments is a strong plus.

Responsibilities

• Provide technical support to business owners by phone, live chat, and email.
• Troubleshoot POS systems, payment terminals, printers, scanners, and other connected devices.
• Diagnose basic networking, internet, cabling, and connectivity issues.
• Assist customers with software configuration and teach them how to use their POS and back-office system.
• Configure Windows PCs and network-connected equipment.
• Work with IP addresses, routers, static IP configurations, network settings, and basic troubleshooting tools.
• Provision and test POS systems and credit card terminals before deployment.
• Assemble hardware packages and prepare equipment for shipment and installation.
• Document issues clearly and work with other support team members when an issue needs to be escalated.
• Occasionally assist with local installations or field service, including running CAT-5/CAT-6 cabling and setting up equipment.
• Help maintain an organized hardware and technical support environment.

Requirements

You may be a good fit if you're the person friends, family, or coworkers usually come to when something technical isn't working.

We're looking for someone who:

• Has basic to intermediate IT or technical troubleshooting experience.
• Understands basic networking concepts such as IP addresses, routers, Wi-Fi, Ethernet, and connected devices.
• Is comfortable working with both hardware and software.
• Can troubleshoot logically instead of immediately giving up when the answer isn't obvious.
• Communicates clearly and professionally with customers.
• Has patience when helping people who may not understand technology.
• Is comfortable learning new systems and asking questions.
• Can work independently while still being part of a team.
• Is comfortable working in a fast-moving environment where every support call may be different.

Qualifications

Multilingual Candidates Encouraged
Our customers come from many different backgrounds, so bilingual and multilingual candidates are strongly encouraged to apply. Especially helpful languages include:

• Spanish
• Arabic
• Hindi
• Urdu
• Gujarati
• Punjabi
• and other commonly spoken languages within the small-business community.

English fluency is required for internal communication and documentation.

Experience That Would Be Helpful
Previous experience in any of the following is a plus:

• Point-of-sale (POS) systems
• Technical support/help desk
• Payment processing or credit card terminals
• Gas stations, convenience stores, restaurants, or retail technology
• Computer repair or IT support
• Networking or internet troubleshooting
• Field technician/installation work
• Low-voltage or Ethernet cabling
• Software or SaaS customer support

You do not need to check every box. If you have a technical mindset, some hands-on experience, strong customer service skills, and you're willing to learn, we'd still like to hear from you.

Additional Requirements

• Valid driver's license and reliable transportation.
• Ability to lift up to 50 pounds.
• Comfortable using a 6-foot ladder when needed.
• Comfortable with occasional local field work and paid travel.
• Able to work evening/night shifts and scheduled weekends.

Benefits

• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan
• Flexible scheduling where available
• Training and opportunities for growth

Work Location: In person