Service Desk Agent

Tidal Wave Auto Spa Job Opportunity

Tidal Wave Auto Spa is one of the fastest growing car wash chains in the country and is a recognized leader in the industry with locations nationwide. Our wave of success began in 2004 in the small town of Thomaston, GA, which is where Tidal Wave Headquarters calls home. Tidal Wave Auto Spa is a national brand that is forecasted to grow at a rapid rate for years to come, so we are aggressively pursuing individuals with exceptional talent and leadership qualities. Our goal is to redefine the car wash industry with the latest technology, top-notch friendly service, and unwavering dedication to its employees!

Pay Range: $18.00 - $20.00/hr

Overview

We are looking for a dedicated, customer-oriented Point of Sale (POS) Service Desk Support Agent to join our team. The ideal candidate will provide exceptional support to Tidal Wave's clients, ensuring the reliable performance and smooth operation of our POS systems. This role requires strong technical skills, excellent communication abilities, and a commitment to outstanding customer service.

Key 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.

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.

Requirements

• Can pass a drug test and criminal background check.
• Are legally eligible to work in the United States.

As a Tidal Wave Auto Spa Team Member, you will enjoy our Benefits Program to help secure your financial future and preserve your health and well-being, including:

• PTO is based on the company's PTO policy.
• Eligibility for health, dental, and vision coverage subject to 30 day waiting period.
• Eligibility for 401(K), subject to plan terms.
• Eligibility for benefits such as life insurance, short- and long-term disability, hospital indemnity, critical illness, and accidental, subject to 30 day waiting period.
• Company-paid holidays.

**Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of Tidal Wave Auto Spa provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. Tidal Wave Auto Spa hires and promotes individuals solely on the basis of their qualifications for the job to be filled.