Tier 1 Technical Support

Location:

Roseville, CA Company:
CoCard Business About CoCard Business CoCard Business delivers innovative payment technology solutions to businesses nationwide. Our technology portfolio includes payment terminals, Point of Sale (POS) systems, eCommerce integrations, mobile payment solutions, custom API integrations, and industry-specific software platforms. We are seeking a technically skilled IT Support Specialist to join our growing team. This role is ideal for someone who enjoys troubleshooting technology, solving complex technical issues, working directly with customers, and supporting mission-critical payment systems.

The successful candidate will serve as the first point of contact for merchants, sales partners, and internal teams requiring technical assistance with hardware, software, networking, and payment processing solutions. Position Overview As an IT Support Specialist, you will provide Tier 1 and Tier 2 technical support for POS systems, payment terminals, networking equipment, software applications, and merchant account services. You will diagnose and resolve technical issues remotely and onsite while delivering an exceptional customer experience.

This position requires strong technical troubleshooting skills, attention to detail, and the ability to communicate technical concepts clearly to both technical and non-technical users.

• Work with modern payment and POS technologies.
• Gain exposure to networking, software support, hardware deployment, and fintech solutions.
• Opportunities for technical growth and advancement.
• Join a high-performing team supporting businesses across the United States.

• Provide Tier 1/Tier 2 technical support via phone, email, chat, and remote access tools.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Troubleshoot payment terminals, POS systems, card readers, printers, tablets, and related peripherals.
• Configure, install, and maintain payment processing equipment and software.
• Support merchant-facing applications and integrated payment solutions.
• Assist with software deployment, updates, upgrades, and system configurations.
• Troubleshoot internet connectivity, routers, firewalls, switches, Wi-Fi networks, and local network infrastructure.
• Escalate complex technical issues when necessary while maintaining ownership of resolution.

• Install and configure POS hardware and software both remotely and onsite.
• Assist merchants with menu builds, software setup, system optimization, and operational workflows.
• Train customers on the use of payment technology solutions and best practices.
• Document installation procedures and implementation outcomes.

• Manage support requests through CRM and ticketing systems.
• Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
• Monitor open tickets and provide timely updates to customers and internal stakeholders.
• Ensure service level objectives (SLOs) and response time expectations are met.

• Deliver exceptional technical support to merchants, sales partners, and internal teams.
• Assist with account-related inquiries, billing questions, and service requests.
• Collaborate with Sales, Operations, and Product teams to resolve customer issues.
• Participate in an on-call rotation for evenings and weekends to support critical customer needs.
• We actually show up for our merchants. This position does require to be on site occasionally for installs or trouble shooting that can't be done remotely. We have a company van and travel in Placer, Sacramento, El Dorado, Yolo Counties all the way to the occasional visit to the bay area.
• Please do not apply for this position if you are not comfortable doing on-site work directly at our merchants locations.

• 2+ years of technical support, IT help desk, desktop support, or POS support experience preferred.
• Strong troubleshooting skills across Windows environments, software applications,…