POS Help Desk Technician - Tier 1 Support & Troubleshooting

Harri; San Antonio (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Harri is seeking a Tier 1 Technical Support Technician in San Antonio, TX to handle calls and emails about hardware and Xpient POS systems. You will log cases, perform diagnostics, and resolve issues using first-call resolution approaches while escalating Severity 1 as needed.

The role emphasizes teamwork, knowledge transfer, and ongoing education in products and technology. A strong customer-service mindset and basic SQL/Windows skills are required.

Qualifications

• Demonstrated ability to communicate effectively by phone or in person.
• Triple Task: Talk, Type, Solve issues.
• Strong written communication and analytical troubleshooting skills.
• Basic SQL understanding and Windows/Office proficiency.

Responsibilities

• Responsible for 1st line support and resolving issues with a first-call resolution strategy.
• Document all interactions in Case Management System and follow escalation protocols.
• Maintain up-to-date knowledge of supported products and contribute to quality improvements.

Skills

Phone/In-person communication

Multitasking (Talk, Type, Solve)

Customer empathy

Written communication

Issue triage

Escalation adherence

SQL basics

Windows proficiency

Office proficiency

Education

High School diploma or equivalent

2–4 year degree or equivalent

Tools

Xpient POS

PC Hardware

Networking basics

VPN/Firewall basics

Job description

Harri is seeking a Tier 1 Technical Support Technician in San Antonio, TX to handle calls and emails about hardware and Xpient POS systems. You will log cases, perform diagnostics, and resolve issues using first-call resolution approaches while escalating Severity 1 as needed.

The role emphasizes teamwork, knowledge transfer, and ongoing education in products and technology. A strong customer-service mindset and basic SQL/Windows skills are required.