Position Overview

The POS Technical Implementation Specialist is responsible for providing technical support, troubleshooting, configuration, maintenance, and problem resolution for point-of-sale (POS) systems and related technology. This is a field position which will include traveling locally and out of state (occasionally). If you have restaurant experience that you want to utilize and transition to a new role this is the position for you. 

The POS Technical Specialist is responsible for providing technical support, troubleshooting, configuration, maintenance, and problem resolution for point-of-sale (POS) systems and related technology. 

This role supports customers, field technicians, implementation teams, and internal departments to ensure POS systems operate efficiently and reliably. The ideal candidate possesses strong technical troubleshooting skills, excellent customer service abilities, and knowledge of POS hardware, software, payment devices, and network connectivity. The POS Technical Implementation Specialist will investigate reported issues; document troubleshooting activities and resolve technical concerns.

Technical Support and Troubleshooting

• Provide technical support for POS systems, hardware, software, payment terminals, printers, cash drawers, scanners, and other connected devices.
• Diagnose and troubleshoot system errors, connectivity problems, software configuration issues, and hardware malfunctions.
• Perform remote troubleshooting and provide step-by-step guidance to resolve technical problems.
• Escalate complex or unresolved issues to the appropriate technical team, vendor, or management.

 Customer Support and Communication

• Respond to technical support requests through phone, email, ticketing systems, chat, or other approved communication channels.
• Communicate technical information clearly and professionally to customers with varying levels of technical knowledge.
• Provide timely updates regarding open issues, troubleshooting progress, and expected next steps.
• Maintain a customer-focused approach when handling complaints, urgent requests, and escalated concerns.
• Follow up on assigned cases to verify resolution and ensure customer satisfaction.
• Maintain confidentiality and protect customer information in accordance with company policies.

 Field Technician and Implementation

• Provide onsite and remote implementation to customers
• Implement new hardware setup, software configuration, network connectivity, and system testing.
• Help identify missing equipment, configuration errors, or technical obstacles that could delay implementation.
• Coordinate with managers and project coordinators to ensure the job has been completed successfully.
• Verify that technical issues are documented and addressed before projects are considered complete.
• Provide guidance on approved installation procedures, troubleshooting standards, and technical best practices. 

POS System Configuration

• Assist with POS software installations, updates, system upgrades, and configuration changes.
• Verify that payment devices, printers, network connections, and other peripherals are communicating properly with POS system
• Support system testing before, during, and after installations or changes.
• Assist with account setup, user access, menu or configuration updates, and other platform-specific tasks as authorized.
• Maintain current knowledge of supported POS platforms, equipment, and software applications.

 Job Requirements 

• High school diploma or equivalent.
• Driver's License and valid insurance 
• Previous experience in IT support and POS
• Flexible Scheduling willing to travel includes early mornings, weekends and overnight travel
• Working knowledge of computer hardware, software applications, and peripheral devices.
• Basic understanding of network connectivity, including Wi-Fi, Ethernet, routers, and switches.
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Commitment to providing professional customer service and maintaining accurate documentation.