POS Support Agent

## POS Support Agent Apply locations:
Etna, OHtime type:
Full time posted on:
Posted Todayjob requisition :
R-102401
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* Location:

** 13375 National Road SW, Etna, Ohio, 43068
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* Job Description:

**** Express Wash Concepts** (EWC), established in 2018, is the parent company of five award-winning express tunnel car wash brands:
Moo Moo Express Car Wash, Flying Ace Express Car Wash, Clean Express Auto Wash, Green Clean Express Auto Wash, and Bee Clean Express Car Wash.

Our swift, top-tier, eco-friendly car washes and unwavering focus on exceptional customer service have positioned us prominently in the United States and beyond. Additionally, our leading community relations initiatives proudly contribute hundreds of thousands of dollars annually through EWC CARES, our outreach programs, encompassing both monetary donations and complimentary car washes.
** Why Choose Express Wash Concepts?
** We're not just a car wash; we're a company committed to fast, eco-friendly services, exceptional customer care, and giving back to our communities, all while providing ample opportunities for personal and career growth. Join Express Wash Concepts in our mission to make a difference through the power of clean.
** Discover the benefits of joining Express Wash Concepts
*** Competitive wages:
Enjoy a compensation package reflecting your skills and dedication.
* Discretionary year-end bonus:
Receive a year-end bonus based on exceptional performance.
* Unlimited Wash Club Membership:
Keep your vehicle looking its best.
* Paid vacation:
Take well-deserved breaks as outlined in our Employee Manual.
* Health care benefits:
Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program.
* HSA contribution: $1,000/year (with qualifying plan).
* Secure future: 401k with up to 4% company match.
* Educational reimbursement:
Up to $5,250 annually to support ongoing learning and development.
** Essential duties and responsibilities
** 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.

Tier 1 & Tier 2 Technical Support
* 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.

Ticket Management & Documentation
* 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.

Escalation & Team Collaboration
* Recognize when issues exceed Tier 2 capability and escalate promptly to the POS Support…