About the Role
The ideal candidate will provide timely and effective support to merchants using POS solutions, troubleshoot system issues, and contribute to continuous service improvement.
Responsibilities
- Respond to merchant inquiries via phone, email, and chat
- Diagnose and resolve technical problems with POS hardware and software
- Guide users through setup and configuration processes
- Document support cases with accurate details and resolutions
- Escalate complex technical issues to engineering teams
- Maintain up-to-date knowledge of POS system updates
- Assist with onboarding new merchant accounts
- Follow established protocols for data security and compliance
- Monitor system alerts related to transaction failures
- Provide feedback to product teams based on user trends
- Assist in testing software updates before release
- Educate merchants on best practices for system use
- Track and report recurring support issues
- Collaborate with cross-functional teams to improve support tools
- Maintain high customer satisfaction ratings
- Handle sensitive financial data with confidentiality
- Adhere to service level agreements for response times
- Support weekend and holiday coverage as scheduled
- Participate in team training sessions
- Contribute to knowledge base content updates
Nice to Have
- Experience supporting retail or hospitality businesses
- Knowledge of EMV and PCI compliance standards
- Background in fintech or payments industry
- Familiarity with remote support tools
- Experience with API-based integrations
- Understanding of troubleshooting hardware issues
- Exposure to SaaS support environments
- Previous work with Level 2 support teams
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model
Team
Part of the customer support team focused on payment technology
About the Role
This position ensures merchants can process payments reliably using POS technology. The specialist acts as a key contact for issue resolution and system guidance.
What We Value
Clear communication, technical curiosity, and a commitment to helping users succeed are essential traits for this role.
