Technical Support Specialist

SuperSonic POS•Tampa, FL

10d•Onsite

About The Position

SuperSonic POS is looking for a Technical Support Specialist to join our growing support team. This is not a typical call-center position. Our support team works directly with business owners across the country to troubleshoot real-world technology, including point-of-sale systems, payment terminals, printers, networks, scanners, back-office software, and other connected hardware. We are looking for someone who enjoys figuring things out, is comfortable with technology, and can communicate clearly with customers who may not be very technical themselves. You do not need experience with our specific systems. Much of our technology is proprietary, so we will train you. However, candidates should already have a basic technical foundation and be comfortable learning new hardware and software. Experience with POS systems, payment processing, IT support, networking, computer repair, field service, electronics, or similar technical environments is a strong plus.

Requirements

Basic to intermediate IT or technical troubleshooting experience.
Understands basic networking concepts such as IP addresses, routers, Wi-Fi, Ethernet, and connected devices.
Comfortable working with both hardware and software.
Can troubleshoot logically instead of immediately giving up when the answer isn't obvious.
Communicates clearly and professionally with customers.
Has patience when helping people who may not understand technology.
Comfortable learning new systems and asking questions.
Can work independently while still being part of a team.
Comfortable working in a fast-moving environment where every support call may be different.
English fluency is required for internal communication and documentation.
Valid driver's license and reliable transportation.
Ability to lift up to 50 pounds.
Comfortable using a 6-foot ladder when needed.
Comfortable with occasional local field work and paid travel.
Able to work evening/night shifts and scheduled weekends.

Nice To Haves

Bilingual and multilingual candidates are strongly encouraged to apply.
Previous experience in Point-of-sale (POS) systems
Technical support/help desk
Payment processing or credit card terminals
Gas stations, convenience stores, restaurants, or retail technology
Computer repair or IT support
Networking or internet troubleshooting
Field technician/installation work
Low-voltage or Ethernet cabling
Software or SaaS customer support

Responsibilities

Provide technical support to business owners by phone, live chat, and email.
Troubleshoot POS systems, payment terminals, printers, scanners, and other connected devices.
Diagnose basic networking, internet, cabling, and connectivity issues.
Assist customers with software configuration and teach them how to use their POS and back-office system.
Configure Windows PCs and network-connected equipment.
Work with IP addresses, routers, static IP configurations, network settings, and basic troubleshooting tools.
Provision and test POS systems and credit card terminals before deployment.
Assemble hardware packages and prepare equipment for shipment and installation.
Document issues clearly and work with other support team members when an issue needs to be escalated.
Occasionally assist with local installations or field service, including running CAT-5/CAT-6 cabling and setting up equipment.
Help maintain an organized hardware and technical support environment.