POS Support & Quality Technician (Cake / Clover Expert)

Department: Field Technician Support
Type: 1099 Contractor (Remote with On-Call Availability)
Reports to: Dispatch & Quality Assurance Manager

About the Role

The Senior POS Support & Quality Technician acts as a real-time technical mentor for on-site 1099 technicians performing POS installations and troubleshooting. This role supports field technicians primarily handling Cake and Clover POS jobs, ensuring excellent quality, correct installation standards, and first-visit resolution.

Key Responsibilities

• Provide live remote support to on-site technicians via phone, video call, and chat during weekday and weekend dispatch hours.
• Guide technicians step-by-step through Cake and Clover POS setups, configuration, networking, cabling, and peripheral integrations.
• Help identify missing requirements before installation (network readiness, cabling, ports, router access, account credentials, etc.).
• Review site images/video shared by techs to validate quality and installation standards.
• Diagnose issues and provide solutions quickly to avoid second visits.
• Validate test transactions, printer mapping, cash drawer connectivity, and terminal activation.
• Document recurring issues and propose best-practice improvements for dispatch and QA teams.
• Update internal notes after each support session for tracking and performance insights.
• Maintain a positive, professional, and proactive tone with technicians at all times.

Requirements

Required Experience & Skills

• 3+ years of hands-on installation and troubleshooting of POS systems — must include Cake and Clover.
• Solid understanding of networking: static/dynamic IPs, LAN/WAN, routers, switches, port forwarding, and Wi-Fi connectivity.
• Experience guiding others remotely or training field technicians.
• Excellent communication skills in English — clear, calm, structured, and instructional.
• Ability to think on your feet and provide solutions in high-pressure environments.
• Ability to request photos/videos tactfully and confidently to ensure quality compliance.
• Strong notes, documentation, and escalation habits.

Preferred

• Experience with other POS brands (Toast, Lightspeed, Square, etc.).
• Bilingual English/Spanish.

Availability

• Must be able to respond quickly during assigned shifts.
• Must have stable internet and a quiet workspace for support calls.