POS Support Technician

AAMCO Transmissions and Total Car Care; Horsham (PA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

AAMCO Transmissions and Total Car Care is seeking a POS Support Tech to serve as the frontline for the POS Support Center. You will record incidents, resolve or escalate, and help maintain the National Accounts database.

This hybrid role requires 3 days in office and 2 days remote, with a focus on customer service and timely issue resolution. Responsibilities include logging, troubleshooting, training content creation, and collaboration with escalation groups to ensure all issues are resolved

Qualifications

• Strong customer service skills and communication.
• 1–3 years in technical support or IT support.
• Basic understanding of operating systems, applications, hardware, and POS systems.
• Able to resolve Tier 1 calls using support documentation.
• Able to locate Knowledge Base articles to resolve issues.
• Independent, quick learner who can work with minimal supervision.
• Willingness to work nights and maintain a flexible schedule.
• Hybrid role: 3 days in office, 2 days remote.

Responsibilities

• Answer and resolve first-level calls from centers, owners, and POS users.
• Troubleshoot escalated calls and escalate to vendor if no fix.
• Create and maintain training videos for AAMCO U LMS.
• Verify that store issues are resolved by direct verification with store personnel.
• Remote into store PCs/terminals to troubleshoot or apply fixes.
• Coordinate POS system updates with post-install testing and announcements.
• Create and maintain POS Knowledge Articles in Salesforce.
• Handle high volume of calls and maintain NA accounts database.

Skills

Customer service

Technical support

POS systems

Tier 1 resolution

Knowledge base

Independence

Flexibility

Communication

Hybrid work

Education

High School diploma or GED

Associate or Technical Degree

IT certifications

Job description

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 escal 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.

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

• Answer and resolve first-level incoming calls from centers, owners, and any POS users. Log the incident into the ticket management 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
• Troubleshoot escalated calls. If no fix, document and elevate to the POS 3rd party vendor for resolution.
• Create and maintain training videos for AAMCO U Learning Management System.
• Expected to verify that store-level problems were corrected by personally speaking with the store.
• Remote into store PCs and terminals to troubleshoot or apply fixes when required.
• Coordinate POS system updates, including post-install testing, knowledge articles, and announcements.
• Create and maintain POS Knowledge Articles in Salesforce.
• Answer, resolve, and close the volume of calls on par with other team members.
• 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