POS Support Specialist - Customer-First Helpdesk

Tidal Wave Auto Spa; Thomaston (GA); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

PTO based on policy

Health, dental and vision coverage (30

401(k)

Life insurance

Short-term disability

Long-term disability

Hospital indemnity

Critical illness

Accidental

Company-paid holidays

Job summary

Tidal Wave Auto Spa is seeking a dedicated POS Service Desk Support Agent to provide expert help for our POS systems. You will assist clients by phone, email, and chat, diagnose hardware/software issues, and ensure fast resolutions while maintaining a customer-focused approach.

Responsibilities include installation, maintenance, and troubleshooting of POS hardware/software, network checks, and documenting steps in the ticketing system.

Qualifications

• High school diploma or equivalent required.
• Hands-on experience with POS hardware, including terminals, tablets, printers, and peripherals.
• Proficiency with POS software applications.
• Strong problem-solving abilities with a detail-oriented approach.
• Excellent verbal and written communication skills.
• Ability to work effectively both independently and as part of a team.
• Customer-focused attitude with a commitment to high-quality service.
• Familiarity with support ticketing systems and remote desktop tools.
• Technical aptitude and eagerness to learn.

Responsibilities

• Serve as the primary point of contact for POS system support, assisting clients via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues related to POS systems, including terminals, tablets, printers, and peripherals.
• Support installation, configuration, and routine maintenance of POS hardware and software.
• Identify and resolve network connectivity issues affecting POS systems.
• Escalate complex or unresolved issues to higher-level technical support or third-party vendors as necessary.
• Respond promptly to client inquiries, providing accurate information and solutions.
• Maintain a professional, empathetic approach in all client interactions.
• Follow up with clients to confirm issue resolution and customer satisfaction.
• Document client interactions, troubleshooting steps, and technical solutions within the support ticketing system.
• Provide training for clients on POS system use and functionality.
• Monitor the status of POS systems to ensure optimal performance and system integrity.
• Perform routine tasks, including software updates, backups, and system checks.
• Analyze system logs to identify potential issues and recommend preventive actions.
• Collaborate with the IT team to drive system improvements and enhance the client experience.
• Generate and review reports on POS system performance and support activities.
• Develop and maintain technical documentation, including user guides and troubleshooting manuals.
• Track and manage an accurate inventory of POS hardware and software assets.
• Prepare incident reports for major system outages or critical issues.
• Other duties as assigned.

Skills

POS support

Customer service

Troubleshooting

Communication

Teamwork

Education

High school diploma or equivalent

Tools

Remote desktop tools

Support ticketing systems

Job description

Tidal Wave Auto Spa is seeking a dedicated POS Service Desk Support Agent to provide expert help for our POS systems. You will assist clients by phone, email, and chat, diagnose hardware/software issues, and ensure fast resolutions while maintaining a customer-focused approach.

Responsibilities include installation, maintenance, and troubleshooting of POS hardware/software, network checks, and documenting steps in the ticketing system.