Technical Support Specialist

Pay: $20.00$22.00 per hourJob Type: Full-timeLocation: In-officeSchedule: Evening/night shifts, including some weekendsAbout the RoleSuperSonic POS is looking for a Technical Support Specialist to join our growing support team.This is not a typical call-center position. Our support team works directly with business owners across the country to troubleshoot real-world technology, including point-of-sale systems, payment terminals, printers, networks, scanners, back-office software, and other connected hardware.We are looking for someone who enjoys figuring things out, is comfortable with technology, and can communicate clearly with customers who may not be very technical themselves.You do not need experience with our specific systems. Much of our technology is proprietary, so we will train you. However, candidates should already have a basic technical foundation and be comfortable learning new hardware and software.Experience with POS systems, payment processing, IT support, networking, computer repair, field service, electronics, or similar technical environments is a strong plus.What You'll Be DoingProvide technical support to business owners by phone, live chat, and email.Troubleshoot POS systems, payment terminals, printers, scanners, and other connected devices.Diagnose basic networking, internet, cabling, and connectivity issues.Assist customers with software configuration and teach them how to use their POS and back-office system.Configure Windows PCs and network-connected equipment.Work with IP addresses, routers, static IP configurations, network settings, and basic troubleshooting tools.Provision and test POS systems and credit card terminals before deployment.Assemble hardware packages and prepare equipment for shipment and installation.Document issues clearly and work with other support team members when an issue needs to be escalated.Occasionally assist with local installations or field service, including running CAT-5/CAT-6 cabling and setting up equipment.Help maintain an organized hardware and technical support environment.Who We're Looking ForYou may be a good fit if you're the person friends, family, or coworkers usually come to when something technical isn't working.We're looking for someone who:Has basic to intermediate IT or technical troubleshooting experience.Understands basic networking concepts such as IP addresses, routers, Wi-Fi, Ethernet, and connected devices.Is comfortable working with both hardware and software.Can troubleshoot logically instead of immediately giving up when the answer isn't obvious.Communicates clearly and professionally with customers.Has patience when helping people who may not understand technology.Is comfortable learning new systems and asking questions.Can work independently while still being part of a team.Is comfortable working in a fast-moving environment where every support call may be different.Multilingual Candidates EncouragedOur customers come from many different backgrounds, so bilingual and multilingual candidates are strongly encouraged to apply.Languages that are especially helpful include:Spanish, Arabic, Hindi, Urdu, Gujarati, Punjabi, and other commonly spoken languages within the small-business community.English fluency is required for internal communication and documentation.Experience That Would Be HelpfulPrevious experience in any of the following is a plus:Point-of-sale (POS) systemsTechnical support/help deskPayment processing or credit card terminalsGas stations, convenience stores, restaurants, or retail technologyComputer repair or IT supportNetworking or internet troubleshootingField technician/installation workLow-voltage or Ethernet cablingSoftware or SaaS customer supportYou do not need to check every box. If you have a technical mindset, some hands-on experience, strong customer service skills, and you're willing to learn, we'd still like to hear from you.Additional RequirementsValid driver's license and reliable transportation.Ability to lift up to 50 pounds.Comfortable using a 6-foot ladder when needed.Comfortable with occasional local field work and paid travel.Able to work evening/night shifts and scheduled weekends.What We ProvideWe will train you on our specific products, software, payment systems, and troubleshooting procedures.You'll have the opportunity to build experience across POS technology, payments, networking, hardware, software, and field installations rather than being limited to answering basic support calls.Benefits401(k)401(k) matchingHealth insurancePaid time offRetirement planFlexible scheduling where availableTraining and opportunities for growthWork Location: In person
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