Technical Support Representative

We are seeking a knowledgeable and customer-focused Point of Sale Technical Support Representative in a contract position to provide technical assistance to customers using our POS systems, payment terminals, hardware, and related software solutions. This role is responsible for troubleshooting issues, guiding users through setup and daily operations, documenting support cases, and ensuring a positive customer experience.

The ideal candidate has strong technical problem-solving skills, excellent communication abilities, and experience supporting retail, restaurant, hospitality, or payment technology environments.

Key Responsibilities

• Provide technical support for POS software, hardware, payment terminals, printers, scanners, cash drawers, and related peripherals.
• Respond to customer inquiries via phone, email, chat, ticketing system, or remote support tools.
• Troubleshoot system issues, including connectivity problems, payment processing errors, hardware malfunctions, software configuration, and user access issues.
• Assist customers with POS installation, setup, updates, and basic training.
• Diagnose and resolve technical issues in a timely and professional manner.
• Escalate complex technical issues to senior support, development, or implementation teams when needed.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions in the support ticketing system.
• Coordinate with internal teams, payment processors, vendors, and field technicians to resolve customer issues.
• Monitor open support cases and ensure timely communication with customers.
• Maintain a strong understanding of company products, services, updates, and support procedures.
• Identify recurring issues and provide feedback to improve products, documentation, and customer training materials.
• Follow company standards for customer service, data security, and compliance.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred.
• Previous experience in technical support, help desk, customer service, or POS support preferred.
• Familiarity with POS systems, payment terminals, credit card processing, retail systems, or restaurant technology is a plus.
• Basic understanding of networking concepts such as Wi-Fi, LAN, routers, IP addresses, and internet connectivity.
• Experience troubleshooting Windows, Android, iOS, or cloud-based applications.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong problem-solving, multitasking, and organizational skills.
• Ability to remain calm and professional while supporting customers in urgent or high-pressure situations.
• Willingness to work flexible hours, including evenings, weekends, or holidays if required.

Preferred Skills

• Experience with ticketing systems such as Zendesk, Freshdesk, Jira, Salesforce, or similar platforms.
• Experience using remote support tools.
• Knowledge of payment processing, EMV, PCI compliance, and merchant services.
• Prior support experience in retail, restaurant, hospitality, grocery, or convenience store environments.
• Bilingual communication skills are a plus.

Work Environment

This position is office-based (No-remote, or hybrid). The role requires regular use of computers, phones, ticketing systems, and remote access tools. Some after-hours ( 2 PM - 1- PM) and weekend support are required based on the rotating customer support coverage.

Success in This Role Looks Like

• Customers receive timely, professional, and accurate technical support.
• POS issues are resolved efficiently with clear documentation.
• Escalations are handled appropriately and followed through to resolution.
• Customers feel confident using their POS system after support interactions.
• Recurring issues are identified and communicated to improve service quality.

Benefits:

• US Holidays
• Late evening night travel allownce

Pay: R10 000,00 - R14 000,00 per month

Work Location: In person