Remote Support Technician (Level 1) - 60712976191

Somewhere

6h•Remote

About The Position

A rapidly growing multi-location retail and laundromat operation is expanding its international remote IT support team and seeking a Remote Support Technician - Level 1 to provide frontline technical support to store operations teams across the United States. This role is critical to ensuring smooth day-to-day store operations by helping employees quickly resolve technology issues that impact customer service, payment processing, employee productivity, and overall store functionality. The ideal candidate is calm under pressure, highly organized, patient with non-technical users, and understands the urgency that comes with supporting operational retail environments. The Remote Support Technician - Level 1 serves as the first point of contact for store-level technical support requests. This role provides frontline assistance to Customer Service Associates, Store Managers, District Managers, and Regional Managers across multiple store locations. The technician will troubleshoot hardware, software, internet connectivity, and operational system issues while ensuring timely communication, accurate documentation, and appropriate escalation when necessary. This is a highly operational support role where responsiveness, professionalism, urgency, and communication are essential to success.

Requirements

1 to 2+ years of experience in IT support, help desk support, technical support, or related customer service environments
Experience supporting non-technical users professionally and patiently
Basic understanding of: Tablets and Chromebooks, POS systems, Web applications, Internet connectivity, Wi-Fi and networking basics
Strong troubleshooting and problem-solving skills
Strong written and verbal English communication
Ability to document issues clearly and accurately
Ability to prioritize urgent operational issues
Comfortable working remotely and supporting users across multiple communication channels
Highly dependable and responsive
Strong sense of urgency
Organized and detail-oriented
Calm under pressure
Patient and empathetic communicator
Strong follow-through and accountability
Able to work independently in fast-paced operational environments
Excellent customer service mindset

Nice To Haves

Experience supporting retail store technology or multi-location operations
POS troubleshooting experience
Basic knowledge of: Networking, Routers, Modems, Internet connectivity troubleshooting
Experience using ticketing systems or support tracking tools
Familiarity with: Google Workspace, Microsoft Office, Slack, Web-based operational platforms
Experience supporting Android tablets, Chromebooks, or similar devices
Retail, laundromat, field support, or multi-site operational support experience preferred
Bilingual English and Spanish strongly preferred

Responsibilities

Serve as the first point of contact for store-level technology support requests
Provide timely technical assistance to store employees, Store Managers, District Managers, and Regional Managers
Troubleshoot common hardware, software, internet, and system access issues
Guide store employees through troubleshooting steps in a clear, patient, and professional manner
Help minimize operational downtime by identifying and resolving basic issues quickly or escalating appropriately
Support users through phone, chat, email, and remote support tools
Provide Level 1 support for store-facing technology including: Store tablets, Chromebooks, POS systems, Internet connectivity, Wi-Fi and network connectivity, Internal web platforms, Digital forms and documents, Store login and access issues, Printers, scanners, and peripheral devices, Operational applications used by store teams, Customer-facing and employee-facing digital tools
Determine whether issues can be resolved at Level 1 or require escalation
Escalate complex technical issues to the Field IT Supervisor
Communicate urgent store-impacting issues clearly and promptly
Follow escalation procedures to ensure critical operational issues are addressed quickly
Keep users informed regarding status updates, next steps, and follow-up expectations
Document issues accurately and thoroughly
Understand how technology issues directly impact customer service, employee productivity, payment processing, and revenue
Prioritize issues based on urgency and operational impact
Remain calm and solution-oriented during high-pressure store situations
Communicate with empathy and patience when assisting non-technical users
Identify recurring support issues and recommend improvements
Suggest enhancements to support processes, documentation, device setup, or training materials
Stay current on systems, tools, and operational platforms used by store teams
Support broader IT initiatives focused on reliability, consistency, and ease of use