Technical Support Representative (Tier I)

POS360•Thousand Oaks, CA

2d•Onsite

About The Position

The Technical Support Representative (Tier 1 / Escalations) is a critical technical resource supporting both POS360 clients and internal frontline Client Support teams. This role focuses on in-depth troubleshooting and resolution of complex hardware, software, and system-related issues across POS environments. You will act as a primary escalation point, taking ownership of challenging cases that require structured investigation, system-level knowledge, and cross-functional collaboration. Success in this role requires strong analytical thinking, thorough documentation, and the ability to manage technical issues from initial escalation through final resolution while maintaining service quality and client confidence.

Requirements

Minimum 1 year of experience in technical support, IT support, help desk, or backend systems support.
Hands-on experience troubleshooting both hardware and software systems in a production environment.
Familiarity with CRM or ticketing systems (Salesforce preferred).
Strong written and verbal communication skills with the ability to explain technical issues clearly and professionally.
Basic knowledge of networking, system logs, and troubleshooting tools.

Nice To Haves

Associate's degree in information technology, Computer Science, or related field preferred.
Experience supporting POS systems, retail, or hospitality environments preferred.
Exposure to payment processing systems or PCI-compliant environments is a plus.
Technical certifications (CompTIA A+, Network+, or similar) a plus.
Bilingual (English/Spanish/Arabic) a plus.

Responsibilities

Receive and manage escalated technical support cases from frontline Client Support and live call transfers.
Take full ownership of assigned cases, ensuring clear communication, accurate diagnosis, and timely resolution.
Troubleshoot and resolve issues across hardware, software, operating systems, and network connectivity.
Exercise sound judgment when triaging issues based on urgency, business impact, and system risk.
Maintain responsibility for follow-ups, resolution verification, and client satisfaction.
Diagnose and resolve issues related to POS terminals, touchscreen systems, receipt printers, cash drawers, barcode scanners, card readers, customer displays, and related peripherals.
Support hardware installations, replacements, and configurations for new or existing clients.
Identify defective equipment, recurring hardware failure patterns, and coordinate RMA processes as needed.
Maintain working knowledge of cabling, power requirements, peripheral connectivity, and physical setup best practices.
Troubleshoot POS360 software including core POS applications, payment processing integrations, delivery platform connectors, inventory tools, and reporting modules.
Assist with software installations, updates, patches, and version migrations while minimizing downtime.
Investigate application errors, data synchronization issues, and transaction or gateway failures using logs and diagnostic tools.
Perform operating system–level troubleshooting on Windows and Linux-based POS environments.
Support POS-related network configurations including IP addressing, Wi‑Fi connectivity, firewall rules, and VPN access.
Accurately document all troubleshooting steps, findings, and resolutions in Salesforce or equivalent CRM systems.
Gather logs, system data, and error reports to support root-cause analysis and long-term fixes.
Contribute to internal knowledge bases, troubleshooting guides, SOPs, and best-practice documentation.
Identify recurring issues and collaborate with internal teams to improve system stability and support workflows.
Work closely with system administrators, engineering, and development teams to resolve complex issues and identify system bugs.
Provide clear technical findings and documentation to support product and infrastructure improvements.
Stay current on POS360 products, releases, and technical changes to provide informed and accurate support.