POS Support Agent

Express Wash Concepts•Etna, OH

1d•Onsite

About The Position

The POS Support Agent provides frontline technical support for Point-of-Sale systems and related hardware across Express Wash Concepts locations. Reporting to the POS Support Lead, the agent is the first point of contact for site teams experiencing POS issues and delivers Tier 1 and Tier 2 support. The role focuses on resolving incidents efficiently, documenting issues thoroughly, and escalating complex problems to the appropriate team while providing professional, customer-focused service. The position supports business hours of 7:00 AM–8:00 PM Monday through Saturday and 7:00 AM–7:00 PM on Sundays. The POS Support Lead assigns schedules to cover operating hours. Flexibility to work varying shifts, including early mornings, evenings, and weekends, is required. On-call availability may be required for critical incidents outside scheduled hours.

Requirements

Working knowledge of POS hardware and software, including terminals, payment devices, printers, kiosks, mobile tablets, and common peripherals.
Ability to troubleshoot technical issues methodically under pressure in a fast-paced, high-volume support environment.
Experience using a helpdesk or ITSM ticketing system to log, track, and resolve support requests.
Strong customer service skills and ability to communicate clearly and professionally with non-technical site staff.
Ability to follow documented runbooks and troubleshooting procedures accurately and consistently.
Strong written communication skills for ticket documentation and knowledge base contributions.
Collaborative, team-oriented approach and willingness to assist colleagues during peak periods.
Ability to manage multiple open tickets while maintaining quality and meeting SLA targets.
Basic understanding of networking concepts, including IP addressing, Wi-Fi connectivity, and LAN/WAN, as they relate to POS connectivity.
1–3 years of experience in IT support, help desk, or POS system support.
Demonstrated experience troubleshooting POS terminals, payment devices, kiosks, mobile selling tablets, or related hardware in a customer-facing setting.
Flexibility to work varying shifts, including early mornings, evenings, and weekends; on-call availability may be required for critical incidents outside scheduled hours.

Nice To Haves

Associate’s degree in information technology or a related field; equivalent work experience may be considered.
Experience in a retail, hospitality, car wash, or similar multi-location environment.
Experience working in a structured support environment with defined SLAs and ticketing workflows.
Awareness of PCI-DSS requirements as they apply to POS support activities.
Relevant IT certifications such as CompTIA A+ or HDI Support Center Analyst.

Responsibilities

Serve as the first point of contact for POS support requests received by phone, email, chat, or ticketing system.
Troubleshoot and resolve Tier 1 and Tier 2 issues involving POS terminals, kiosks, mobile tablets, payment devices, receipt printers, cash drawers, and barcode scanners.
Guide site staff and IT Field Technicians through troubleshooting procedures.
Assist with system updates, software configuration changes, and hardware swaps as directed by the POS Support Lead or POS Analysts.
Diagnose issues, apply documented resolutions, and escalate issues beyond Tier 2 scope.
Log support requests, troubleshooting steps, and resolutions in the helpdesk and POS ticketing systems.
Maintain accurate ticket records, including issue category, priority, affected location, hardware or software involved, and time to resolution.
Follow up on open tickets, pursue timely resolution, and keep affected locations informed.
Document new issues, resolutions, and frequently asked questions in the team knowledge base.
Escalate issues beyond Tier 2 capability and provide clear handoff notes to the Supervisor and Analysts.
Collaborate with teammates, assist with ticket overflow, and participate in team huddles, training, and process improvement discussions as requested.
Provide professional, solution-focused customer service to site teams and communicate technical instructions in clear, actionable terms.
Follow up with locations after resolution to confirm the fix and customer satisfaction.
Assist with routine POS maintenance, including peripheral checks, software version verification, and hardware inventory tracking.
Support device staging, configuration, and pre-deployment testing as assigned.
Maintain awareness of POS platform versions, known issues, and upcoming updates.
Follow IT security policies and procedures, including PCI-DSS requirements applicable to POS support.