Tier 1 - Technical Support

CoCard Business; Roseville (CA); Hybrid; USD 28,929 - 37,195; Full time

Job summary

CoCard Business is hiring an IT Support Specialist to diagnose and resolve hardware, software, networking, and payment processing issues for merchants and sales partners.

The role covers Tier 1 and Tier 2 support, remote and on-site deployments, and collaboration with product teams. Expect on-call rotation and travel within regional counties to support merchants.

Qualifications

• 2+ years of technical support, IT help desk, desktop support, or POS support experience preferred.
• Strong troubleshooting skills across Windows environments, software applications, and networking.
• Knowledge of TCP/IP networking, routers, firewalls, Wi-Fi, and Internet connectivity troubleshooting.
• Experience with POS systems, payment terminals, or retail technology is highly desirable.
• Familiar with CRM and ticketing systems.

Responsibilities

• Provide Tier 1/Tier 2 technical support via phone, email, chat, and remote access tools.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Troubleshoot payment terminals, POS systems, card readers, printers, tablets, and related peripherals.
• Configure, install, and maintain payment processing equipment and software.
• Support merchant-facing applications and integrated payment solutions.

Skills

Windows troubleshooting

Networking

POS systems

CRM usage

Customer support

Education

High school diploma or equivalent

Tools

POS hardware

Remote access tools

Job description

Location: Roseville, CA Company: CoCard Business About CoCard Business CoCard Business delivers innovative payment technology solutions to businesses nationwide. Our technology portfolio includes payment terminals, Point of Sale (POS) systems, eCommerce integrations, mobile payment solutions, custom API integrations, and industry-specific software platforms. We are seeking a technically skilled IT Support Specialist to join our growing team. This role is ideal for someone who enjoys troubleshooting technology, solving complex technical issues, working directly with customers, and supporting mission-critical payment systems. The successful candidate will serve as the first point of contact for merchants, sales partners, and internal teams requiring technical assistance with hardware, software, networking, and payment processing solutions. Position Overview As an IT Support Specialist, you will provide Tier 1 and Tier 2 technical support for POS systems, payment terminals, networking equipment, software applications, and merchant account services. You will diagnose and resolve technical issues remotely and onsite while delivering an exceptional customer experience. This position requires strong technical troubleshooting skills, attention to detail, and the ability to communicate technical concepts clearly to both technical and non-technical users.

Why Join CoCard

• Work with modern payment and POS technologies.
• Gain exposure to networking, software support, hardware deployment, and fintech solutions.
• Opportunities for technical growth and advancement.
• Join a high-performing team supporting businesses across the United States.

Compensation: $21-$27 per hour Please Note: Background check and drug screening are required as part of the hiring process.

Technical Support & Troubleshooting

• Provide Tier 1/Tier 2 technical support via phone, email, chat, and remote access tools.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Troubleshoot payment terminals, POS systems, card readers, printers, tablets, and related peripherals.
• Configure, install, and maintain payment processing equipment and software.
• Support merchant-facing applications and integrated payment solutions.
• Assist with software deployment, updates, upgrades, and system configurations.
• Troubleshoot internet connectivity, routers, firewalls, switches, Wi-Fi networks, and local network infrastructure.
• Escalate complex technical issues when necessary while maintaining ownership of resolution.

Implementation & Training

• Install and configure POS hardware and software both remotely and onsite.
• Assist merchants with menu builds, software setup, system optimization, and operational workflows.
• Train customers on the use of payment technology solutions and best practices.
• Document installation procedures and implementation outcomes.

Ticket Management & Documentation

• Manage support requests through CRM and ticketing systems.
• Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
• Monitor open tickets and provide timely updates to customers and internal stakeholders.
• Ensure service level objectives (SLOs) and response time expectations are met.

Customer & Partner Support

• Deliver exceptional technical support to merchants, sales partners, and internal teams.
• Assist with account-related inquiries, billing questions, and service requests.
• Collaborate with Sales, Operations, and Product teams to resolve customer issues.
• Participate in an on-call rotation for evenings and weekends to support critical customer needs.
• We actually show up for our merchants. This position does require to be on site occasionally for installs or trouble shooting that can't be done remotely. We have a company van and travel in Placer, Sacramento, El Dorado, Yolo Counties all the way to the occasional visit to the bay area.
• Please do not apply for this position if you are not comfortable doing on-site work directly at our merchants locations.

Required Qualifications

• 2+ years of technical support, IT help desk, desktop support, or POS support experience preferred.
• Strong troubleshooting skills across Windows environments, software applications, and networking.
• Knowledge of TCP/IP networking, routers, firewalls, Wi-Fi, and Internet connectivity troubleshooting.
• Experience with POS systems, payment terminals, or retail technology is highly desirable.
• Familiar with CRM and ticketing systems.
• Strong analytical, problem-solving, and diagnostic skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in fast-pacing support environment.
• High school diploma or equivalent required.

Preferred Qualifications

• Experience supporting payment processing systems or merchant services.
• Experience in banking, fintech, SaaS, or eCommerce technology environments.
• CompTIA A+, Network+, Google IT Support, or related certifications.
• Experience with remote support tools and software deployment.
• Bilingual (Spanish) is a plus.

Compensation: $21 - $27 hourly

• Technical Support & Troubleshooting
• Provide Tier 1/Tier 2 technical support via phone, email, chat, and remote access tools.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Troubleshoot payment terminals, POS systems, card readers, printers, tablets, and related peripherals.
• Configure, install, and maintain payment processing equipment and software.
• Support merchant-facing applications and integrated payment solutions.
• Assist with software deployment, updates, upgrades, and system configurations.
• Troubleshoot internet connectivity, routers, firewalls, switches, Wi-Fi networks, and local network infrastructure.
• Escalate complex technical issues when necessary while maintaining ownership of resolution.
• Implementation & Training
• Install and configure POS hardware and software both remotely and onsite.
• Assist merchants with menu builds, software setup, system optimization, and operational workflows.
• Train customers on the use of payment technology solutions and best practices.
• Document installation procedures and implementation outcomes.
• Ticket Management & Documentation
• Manage support requests through CRM and ticketing systems.
• Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
• Monitor open tickets and provide timely updates to customers and internal stakeholders.
• Ensure service level objectives (SLOs) and response time expectations are met.
• Customer & Partner Support
• Deliver exceptional technical support to merchants, sales partners, and internal teams.
• Assist with account-related inquiries, billing questions, and service requests.
• Collaborate with Sales, Operations, and Product teams to resolve customer issues.
• Participate in an on-call rotation for evenings and weekends to support critical customer needs.
• We actually show up for our merchants. This position does require to be on site occasionally for installs or trouble shooting that can't be done remotely. We have a company van and travel in Placer, Sacramento, El Dorado, Yolo Counties all the way to the occasional visit to the bay area.
• Please do not apply for this position if you are not comfortable doing on-site work directly at our merchants locations.