Technical Support & Field Service Specialist

Omni Core is looking for a Technical Support & Field Service Specialist to join our Roseville support team.

This is a hands‑on customer and technical support position. You will spend most of your time assisting merchants by phone, email, and chat from our Roseville office, troubleshooting payment and POS equipment, documenting support tickets, and resolving account and technical issues.

This is not a remote or hybrid position
. It also includes occasional field work installing and troubleshooting equipment at merchant locations throughout Northern California.

There are several requirements that are essential to this position:

• You must be able to work in our Roseville, CA office 100% of the time. There is no remote or hybrid option for this position.
• You must speak clear, professional English and be comfortable communicating with customers by phone throughout the day. Clear verbal communication is a major part of this role.
• You must be a fast and accurate typist. Our support team thoroughly documents every interaction. You must be able to listen, troubleshoot, speak with the customer, and document detailed notes in our ticketing system while handling the call.
• You must be comfortable performing occasional on‑site installations and service calls at merchant locations. Field visits may take place throughout Placer, Sacramento, El Dorado and Yolo counties, with occasional travel into the Bay Area or other Northern California locations.
• You must be comfortable driving a company vehicle and using company‑provided tools and equipment for field installations.
• Evening and weekend on‑call availability is required on a rotating/as‑needed basis.

If you are looking for a remote position, are uncomfortable handling customer calls, have difficulty typing while talking, or are not willing to perform occasional field installations, this position will not be a good fit.

As part of our support team, you will:

• Provide first‑line technical and customer support by phone, email, and chat.
• Troubleshoot payment terminals, POS systems, software, hardware, and connectivity issues.
• Document customer conversations, troubleshooting steps, resolutions, and follow‑up needs in our ticketing/CRM systems.
• Maintain accurate and detailed notes while actively assisting customers.
• Resolve questions involving billing, account management, payment processing equipment, and software.
• Configure and troubleshoot POS systems, payment terminals, routers, network connections, printers, and related equipment.
• Assist with POS menu builds, software configuration, equipment setup, and deployment.
• Perform occasional on‑site POS and payment equipment installations at merchant locations.
• Troubleshoot network cabling, routers, firewalls, and other basic networking components when necessary.
• Train merchants and their employees on newly installed equipment and software.
• Maintain accurate merchant account information.
• Follow up on open support issues and keep ticket statuses current.
• Work closely with our sales and operations teams to resolve merchant issues.
• Provide professional, patient, and friendly service—even when a customer is frustrated or experiencing an urgent issue.

This position requires someone who can comfortably switch between customer service, technical troubleshooting, detailed documentation, and hands‑on field work.

• Strong spoken English and professional telephone communication skills.
• Fast and accurate typing/data‑entry skills.
• Ability to document detailed ticket notes while actively speaking with customers.
• Strong computer skills and comfort learning new software.
• Strong troubleshooting and problem‑solving abilities.
• Ability to manage multiple open issues and follow through until…