POS Support Technician

About The Role

POS Support Techs are the front line for the POS Support Center, supporting the center's owners and any POS users. Customer service is key at this level. POS Support Techs are to record all incidents, including all errors, logs, screenshots, and either resolve or assign to escalation groups. After verifying that there is no documented fix, a POS Support Tech will escal a call to the POS Support Manager within 8 to 10 minutes.

They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved. Help to maintain the National Accounts database.

POS Support Techs are the front line for the POS Support Center, supporting the center's owners and any POS users. Customer service is key at this level. POS Support Techs are to record all incidents, including all errors, logs, screenshots, and either resolve or assign to escalation groups. After verifying that there is no documented fix, a POS Support Tech will elevate a call to the POS Support Manager within 8 to 10 minutes.

They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved. Help to maintain the National Accounts database.

• Answer and resolve first-level incoming calls from centers, owners, and any POS users. Log the incident into the ticket management system and keep POS Support Team and manager informed of critical status issues. Manage ticket queue and follow up with escalation groups for status updates
• Troubleshoot escalated calls. If no fix, document and elevate to the POS 3rd party vendor for resolution.
• Create and maintain training videos for AAMCO U Learning Management System.
• Expected to verify that store-level problems were corrected by personally speaking with the store.
• Remote into store PCs and terminals to troubleshoot or apply fixes when required.
• Coordinate POS system updates, including post-install testing, knowledge articles, and announcements.
• Create and maintain POS Knowledge Articles in Salesforce.
• Answer, resolve, and close the volume of calls on par with other team members.
• Help to maintain NA accounts database

• Strong customer service skills are a must.
• 1–3 years of experience in technical support, IT support, or a related field preferred.
• Basic understanding of operating systems, applications, computer hardware, and POS systems.
• Able to comprehend and resolve Tier 1 calls, understands and utilizes support documentation; performs at a level on par with the rest of the team.
• Able to identify and locate Knowledge base articles to resolve customer issues, able to work independently and creatively to solve all issues.
• Able to learn new tasks and assignments quickly with minimum supervision; not apprehensive when supporting unfamiliar or new systems.
• Must be flexible on scheduling and willing to work nights as needed.
• Strong communication and interpersonal skills.
• This Role is Hybrid (3 days in office and 2 days Remote)

• High School Diploma or GED

• Associate or Technical Degree in Computer Technology, Information Technology, Hardware, Software, or a related field
• Relevant IT or technical certifications