POS Support Technician

AAMCO Transmissions, Inc.; Horsham (PA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work

Job summary

AAMCO Transmissions, Inc. is seeking a POS Support Technician to serve as the front line for the POS Support Center. You will log, troubleshoot, and resolve incidents, escalate when necessary, and help maintain the National Accounts database.

The role requires strong customer service, basic IT knowledge, and the ability to work both in the office and remotely. The position emphasizes documenting issues, creating training content, and ensuring stores are informed of updates.

Qualifications

• Minimum 1–3 years in technical IT support or related field.
• Strong customer service and communication skills.
• Basic understanding of operating systems, hardware, and POS systems.
• Ability to follow documented procedures and use knowledge bases.

Responsibilities

• Answer and resolve first-level calls from POS users; log incidents and update stakeholders.
• Troubleshoot escalated calls; escalate to third-party vendors if no fix is available.
• Create and maintain training videos for learning systems.
• Verify issue resolution by following up with stores.
• Remote into store PCs to troubleshoot or apply fixes as needed.
• Coordinate POS system updates and post-install testing.
• Create and maintain POS Knowledge Articles in Salesforce.
• Close calls promptly and maintain NA accounts database.

Skills

Customer service

Technical support

Troubleshooting

Education

High School Diploma or GED

Associate or Technical Degree

Technical certifications

Tools

Salesforce

Ticketing system

Remote desktop tools

Job description

POS Support Technician

AAMCO

About the Role

POS Support Techs are the front line for the POS Support Center, supporting the center's owners and any POS users. Customer service is key at this level. POS Support Techs are to record all incidents, including all errors, logs, screenshots, and either resolve or assign to escalation groups. After verifying that there is no documented fix, a POS Support Tech will elevate a call to the POS Support Manager within 8 to 10 minutes. They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved. Help to maintain the National Accounts database.

What You'll Do

• 1.) Answer and resolve first-level incoming calls from centers, owners, and any POS users. Log the incident into the ticketmanagement system and keep POS Support Team and manager informed of critical status issues. Manage ticket queue and follow up with escalation groups for status updates
• 2.) Troubleshoot escalated calls. If no fix, document and escalat to the POS 3rd party vendor for resolution.
• 3.) Create and maintain training videos for AAMCO U Learning Management System.
• 4.) Expected to verify that store-level problems were corrected by personally speaking with the store.
• 5.) Remote into store PCs and terminals to troubleshoot or apply fixes when required.
• 6.) Coordinate POS system updates, including post-install testing, knowledge articles, and announcements.
• 7.) Create and maintain POS Knowledge Articles in Salesforce.
• 8.) Answer, resolve, and close the volume of calls on par with other team members.
• 9.) Help to maintain NA accounts database

What We're Looking For

• Strong customer service skills are a must.
• 1–3 years of experience in technical support, IT support, or a related field preferred.
• Basic understanding of operating systems, applications, computer hardware, and POS systems.
• Able to comprehend and resolve Tier 1 calls, understands and utilizes support documentation; performs at a level on par with the rest of the team.
• Able to identify and locate Knowledge base articles to resolve customer issues, able to work independently and creatively to solve all issues.
• Able to learn new tasks and assignments quickly with minimum supervision; not apprehensive when supporting unfamiliar or new systems.
• Must be flexible on scheduling and willing to work nights as needed.
• Strong communication and interpersonal skills.
• This Role is Hybrid (3 days in office and 2 days Remote)

Education

Required:

• High School Diploma or GED

Preferred:

• Associate or Technical Degree in Computer Technology, Information Technology, Hardware, Software, or a related field
• Relevant IT or technical certifications