Technical Support Specialist

Description

• Pay: $20.00–$22.00 per hour
• Job Type: Full-time
• Location: In-office
• Schedule: Evening/night shifts, including some weekends

About the Role

• SuperSonic 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 Doing

• Provide 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.

Whom We're Looking For

• You 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 Encouraged
• Our customers come from many different backgrounds, so bilingual and multilingual candidates are strongly encouraged to apply. Especially helpful languages 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 Helpful

• Previous experience in any of the following is a plus:
• Point-of-sale (POS) systems
• Technical support/help desk
• Payment processing or credit card terminals
• Gas stations, convenience stores, restaurants, or retail technology
• Computer repair or IT support
• Networking or internet troubleshooting
• Field technician/installation work
• Low-voltage or Ethernet cabling
• Software or SaaS customer support
• You 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 Requirements

• Valid 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 Provide

• We 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.

Benefits

• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan
• Flexible scheduling where available
• Training and opportunities for growth

Work Location: In person