POS Support Agent

The POS Support Agent provides frontline technical support for Point-of-Sale systems and related hardware across all Express Wash Concepts locations. Reporting to the POS Support Lead, this role is the first point of contact for site teams experiencing POS issues, responsible for delivering fast, accurate, and customer-focused Tier 1 and Tier 2 support.

Responsibilities

Serve as the first point of contact for POS-related support requests received via phone, email, chat, or ticketing system from site locations; Troubleshoot and resolve Tier 1 and Tier 2 issues involving POS terminals, kiosks, mobile tablets, payment devices, receipt printers, cash drawers, and barcode scanners; Guide site staff or IT Field Technicians through step-by-step troubleshooting procedures; Assist with system updates, software configuration changes, and hardware swap procedures as directed by the POS Support Lead or POS Analyst(s); Accurately diagnose issues and apply documented resolutions, escalating when issues exceed Tier 2 scope; Log all support requests, troubleshooting steps, and resolutions in the helpdesk and POS ticketing systems; Maintain accurate ticket records including issue categorization, priority, affected location, hardware/software involved, and time-to-resolution; Follow up on open tickets to ensure timely resolution and keep affected locations informed; Contribute to the team knowledge base; Recognize when issues exceed Tier 2 capability and escalate promptly to the POS Support Lead; Provide clear, complete handoff notes; Collaborate with teammates and assist with ticket overflow; Participate in team huddles, training sessions, and process improvement discussions; Deliver a high level of customer service to internal users; Communicate clearly with non-technical users; Follow up with locations after issue resolution; Assist with routine POS maintenance tasks including peripheral checks, software version verification, and hardware inventory tracking; Support rollout activities such as device staging, configuration, and pre-deployment testing; Maintain awareness of current POS platform versions, known issues, and upcoming updates; Adhere to all IT security policies and procedures, including PCI-DSS compliance in POS support activities

Requirements

Working knowledge of POS hardware and software, including terminals, payment devices, printers, kiosks, mobile tablets, and common peripheral equipment; Ability to troubleshoot technical issues methodically and effectively under pressure in a fast-paced, high-volume support environment; Experience using a helpdesk or ITSM ticketing system (e.g., ServiceNow, Zendesk, Salesforce, or similar); Strong customer service skills with the ability to communicate clearly and professionally with non-technical site staff; Ability to follow documented runbooks and troubleshooting procedures consistently and accurately; Strong written communication skills for clear, complete ticket documentation and knowledge base contributions; Team-oriented with a collaborative mindset and willingness to assist colleagues during peak periods; Ability to manage multiple open tickets simultaneously while maintaining quality and meeting SLA targets; Basic understanding of networking concepts (IP addressing, Wi-Fi connectivity, LAN/WAN) as they relate to POS system connectivity; 1–3 years of experience in IT support, help desk, or POS system support in a retail, hospitality, car wash, or similar multi-location environment; Demonstrated experience troubleshooting POS terminals, payment devices, kiosks, mobile selling tablets or related hardware in a customer-facing setting; Flexible availability to support business hours of 7:00 AM–8:00 PM Monday through Saturday and 7:00 AM–7:00 PM on Sundays; Flexibility to work varying shifts, including early mornings, evenings, and weekends

Nice to have

Associate's degree in information technology or a related field preferred; equivalent work experience will be considered; Experience working within a structured support environment with defined SLAs and ticketing workflows is strongly preferred; Any relevant IT certifications (CompTIA A+, HDI Support Center Analyst, or similar) are a plus; Awareness of PCI-DSS requirements as they apply to POS support activities is a plus

Benefits

Competitive wages; Discretionary year-end bonus; Unlimited Wash Club Membership; Paid vacation; Health care benefits: Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program; HSA contribution: $1,000/year (with qualifying plan); 401k with up to 4% company match; Educational reimbursement: Up to $5,250 annually