POS Help Desk, Specialist I

Payroc; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

Payroc is seeking a POS Help Desk Specialist I to provide first-line technical support for merchants’ POS hardware, software, and payment processing. You will guide users through common issues, document interactions, and collaborate with advanced teams to resolve complex problems.

Role emphasizes helping merchants maintain smooth daily operations, with a focus on clear communication and accurate documentation. This is an on-site, non-exempt position supporting a fast-paced payments environment.

Qualifications

• 1+ year of experience in a technical support, help desk, or customer service role.
• Basic understanding of POS systems, networking, or payment terminal equipment.
• Proficient in Windows, iOS, or Android and remote support tools.

Responsibilities

• Provide Tier 1 support via phone, email, or ticketing system for POS issues.
• Log and track all support interactions with proper documentation.
• Troubleshoot device connectivity, transaction errors, printer/PIN pad issues, UI problems.
• Assist with system configurations, password resets, and basic training.
• Escalate complex issues to Tier 2 or engineering teams as needed.
• Maintain knowledge of supported hardware, POS platforms, and software.

Skills

POS systems knowledge

Customer service

Technical troubleshooting

Windows/iOS/Android support

Documentation

Tools

Jira

Zendesk

Freshdesk

ServiceNow

Salesforce Service Cloud

Job description

Title

POS Help Desk, Specialist I

Helpdesk & Technical Support - POS

Reports To

POS Manager, Help Desk

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The POS Help Desk Specialist I provides first-line technical support to merchants, helping resolve issues with point-of-sale hardware, software, and payment processing. This role combines troubleshooting with customer service to keep merchants’ daily operations running smoothly.

As an initial point of contact, this individual guides merchants through common technical issues, system configurations, and basic usage questions while documenting support interactions and following through on resolution. The specialist also partners with advanced support teams to elevate complex issues and contributes to support resources that improve the merchant experience.

Duties and Responsibilities

• Provide Tier 1 support via phone, email, or ticketing system to merchants experiencing issues with POS hardware, software, or payment processing
• Accurately log and track all support interactions in the help desk system, ensuring proper documentation and case resolution
• Troubleshoot common issues including device connectivity, transaction errors, printer/PIN pad malfunctions, and user interface problems
• Assist merchants with system configurations, password resets, basic training, and usage guidance
• Escalate unresolved or complex technical issues to Tier 2 support or technical engineering teams as appropriate
• Maintain up-to-date knowledge of supported hardware, POS platforms, and payment software
• Contribute to the creation and maintenance of knowledge base articles and support documentation

Qualifications

• 1+ year of experience in a technical support, help desk, or customer service role
• Basic understanding of POS systems, networking, or payment terminal equipment
• Strong problem-solving and communication skills, with the ability to explain technical issues clearly to non-technical users
• Ability to manage multiple support tickets and prioritize in a fast-paced environment
• Proficiency with Windows, iOS, or Android operating systems and remote support tools
• Detail-oriented with a commitment to accurate documentation and follow-up

Preferred Qualifications

• Experience supporting POS systems (e.g., Clover, Toast, Revel, Aloha, Lightspeed, Square)
• Familiarity with payment processing systems, EMV, PCI compliance, or merchant services
• Experience with Salesforce Service Cloud
• Exposure to ticketing platforms such as Jira, Zendesk, Freshdesk, or ServiceNow
• Bilingual capabilities are a plus

Travel Component

• NA

Working Conditions

• Working hours are approximately 2:00 - 11:00PM (PST). Weekend availability required.
• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods

Job Classification

• Non-Exempt

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at [e-mail]

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.