POS Help Desk Specialist I - Tier 1 Support

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

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.