POS Help Desk Customer Support Representative 

Job Title: POS Help Desk Customer Support Representative

Job Summary:
The POS Help Desk Customer Support Representative is responsible for providing technical assistance and customer support for point-of-sale (POS) systems. This role involves troubleshooting hardware issues, assisting end users with system functionality, and ensuring minimal disruption to business operations. The ideal candidate is customer-focused, technically skilled, and able to resolve issues efficiently in a fast-paced environment.

Key Responsibilities:
Provide first-level technical support for POS systems via phone, email, or chat
Troubleshoot and resolve issues related to POS software, hardware, and network connectivity
Guide users through step-by-step solutions in a clear and professional manner
Escalate complex or unresolved issues to higher-level support teams when necessary
Document all customer interactions, issues, and resolutions in the ticketing system
Maintain a high level of customer satisfaction through effective communication and problem-solving

Qualifications:
High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or related field preferred)
1–3 years of experience in a help desk, technical support, or customer service role
Familiarity with POS systems, retail is a plus
Basic understanding of networking concepts (Wi-Fi, routers, IP configurations) is a plus
Strong troubleshooting and analytical skills
Excellent verbal and written communication skills
Ability to multitask and work in a fast-paced environment
Experience with ticketing systems (e.g. ServiceNow, Oracle) preferred

Skills & Competencies:

Customer-focused mindset

Problem-solving and critical thinking

Attention to detail
Time management and organizational skills
Ability to remain calm under pressure

Work Environment:
May require shift work, including evenings, weekends, or holidays