Technical Support Representative (Level 1)

About the role

We are seeking a motivated, detail‑oriented Technical Support Representative I to provide Level 1 assistance for a US‑based client that operates fuel stations and convenience stores. The role involves basic troubleshooting of POS and store systems, guiding store staff through issues, and escalating complex problems to senior team members.

Key responsibilities

• Provide Level 1 support for POS systems, fuel dispensing units, payment terminals and back‑office software.
• Assist senior staff with acquisition checklist tasks, including POS and terminal setup checks and connectivity tests.
• Troubleshoot common hardware and software issues following documented procedures.
• Perform basic diagnostics on connectivity and system problems, escalating when necessary.
• Guide store staff step‑by‑step through fixes via phone or chat.
• Monitor system alerts, flag potential issues, and support the customer service team on routine technical questions.
• Follow up on vendor‑related tickets as directed and participate in training sessions.

Required profile

• Bachelor’s degree or diploma in Information Technology, Computer Science or a related field (or equivalent hands‑on experience).
• 0–1 years of technical support experience; exposure to POS/retail systems or US‑based clients is a plus.

Required skills

• Basic familiarity with POS systems and payment terminals.
• Understanding of networking concepts such as Wi‑Fi and routers.
• Experience with ticketing tools (e.g., Zendesk, Jira) and remote support software.