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 all Express Wash Concepts locations. Reporting to the POS Support Lead, this role is the first point of contact for site teams experiencing POS issues, responsible for delivering fast, accurate, and customer-focused Tier 1 and Tier 2 support. POS Support Agents play a critical role in keeping our locations operational by resolving incidents efficiently, documenting issues thoroughly, and escalating complex problems to the appropriate team. This position requires flexible availability to support business hours of 7:00 AM–8:00 PM Monday through Saturday and 7:00 AM–7:00 PM on Sundays.

Requirements

• Working knowledge of POS hardware and software, including terminals, payment devices, printers, kiosks, mobile tablets, and common peripheral equipment.
• Ability to troubleshoot technical issues methodically and effectively under pressure in a fast-paced, high-volume support environment.
• Experience using a helpdesk or ITSM ticketing system (e.g., ServiceNow, Zendesk, Salesforce, or similar) to log, track, and resolve support requests.
• Strong customer service skills with the ability to communicate clearly and professionally with non-technical site staff.
• Ability to follow documented runbooks and troubleshooting procedures consistently and accurately.
• Strong written communication skills for clear, complete ticket documentation and knowledge base contributions.
• Team-oriented with a collaborative mindset and willingness to assist colleagues during peak periods.
• Ability to manage multiple open tickets simultaneously while maintaining quality and meeting SLA targets.
• Basic understanding of networking concepts (IP addressing, Wi-Fi connectivity, LAN/WAN) as they relate to POS system connectivity.
• Associate’s degree in information technology or a related field preferred; equivalent work experience will be considered.
• 1–3 years of experience in IT support, help desk, or POS system support in a retail, hospitality, car wash, or similar multi-location environment.
• Demonstrated experience troubleshooting POS terminals, payment devices, kiosks, mobile selling tablets or related hardware in a customer-facing setting.
• Experience working within a structured support environment with defined SLAs and ticketing workflows is strongly preferred.
• Flexibility to work varying shifts, including early mornings, evenings, and weekends, is required.
• On-call availability may be required for critical incidents outside of scheduled hours.

Nice To Haves

• Awareness of PCI-DSS requirements as they apply to POS support activities is a plus.
• Any relevant IT certifications (CompTIA A+, HDI Support Center Analyst, or similar) are a plus.

Responsibilities

• Serve as the first point of contact for POS-related support requests received via phone, email, chat, or ticketing system from site locations.
• 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 or IT Field Technicians through step-by-step troubleshooting procedures in a clear, patient, and professional manner.
• Assist with system updates, software configuration changes, and hardware swap procedures as directed by the POS Support Lead or POS Analyst(s).
• Accurately diagnose issues and apply documented resolutions, escalating to the POS Support Lead or POS Analyst(s) when issues exceed Tier 2 scope.
• Log all support requests, troubleshooting steps, and resolutions in the helpdesk ticketing system and POS ticketing system as needed promptly and with sufficient detail.
• Maintain accurate ticket records including issue categorization, priority, affected location, hardware/software involved, and time-to-resolution.
• Follow up on open tickets to ensure timely resolution and keep affected locations informed of status throughout the process.
• Contribute to the team knowledge base by documenting new issues, effective resolutions, and frequently asked questions.
• Recognize when issues exceed Tier 2 capability and escalate promptly to the POS Support Lead, who will coordinate with POS Analyst(s)s for Tier 3 resolution.
• Provide the Supervisor and Analyst(s) with clear, complete handoff notes including steps already taken, system behavior observed, and any relevant context from the location.
• Collaborate with teammates to share knowledge, assist with ticket overflow, and support consistent service quality across the team.
• Participate in team huddles, training sessions, and process improvement discussions as requested by the POS Support Lead.
• Deliver a high level of customer service to internal users, treating site teams as valued partners and maintaining a professional, solution-focused demeanor in all interactions.
• Communicate clearly with non-technical users, translating technical instructions into simple, actionable steps.
• Follow up with locations after issue resolution to confirm the fix is holding and that the team is satisfied with the outcome.
• Represent the IT team very positively in all interactions, reinforcing trust and confidence in POS support services.
• Assist with routine POS maintenance tasks including peripheral checks, software version verification, and hardware inventory tracking.
• Support rollout activities such as device staging, configuration, and pre-deployment testing as assigned.
• Maintain awareness of current POS platform versions, known issues, and upcoming updates to provide accurate and current support.
• Adhere to all IT security policies and procedures, including those related to PCI-DSS compliance in POS support activities.

Benefits

• Competitive wages
• Discretionary year-end bonus
• Unlimited Wash Club Membership
• Paid vacation
• Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program
• HSA contribution: $1,000/year (with qualifying plan)
• 401k with up to 4% company match
• Educational reimbursement: Up to $5,250 annually

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree