Job Title:
Technical Support Representative- L1
About the Role:
We're looking for a motivated, detail-oriented Technical Support Representative I to support a US-based client operating fuel stations and convenience stores. The ideal candidate has basic troubleshooting ability, a willingness to learn POS and store systems, and patience working through issues with store staff and customers. This role handles day-to-day Level 1 support, resolves routine technical issues, and escalates more complex matters to senior team members. The successful candidate manages open tickets, follows documented procedures, and communicates clearly with the team.
Technical Support & Troubleshooting
Provide Level 1 technical support for POS systems, fuel dispensing units, payment terminals, and back-office software.
Assist senior staff with technical acquisition checklist tasks at newly acquired stores/fuel stations — basic POS and payment terminal setup checks, connectivity tests, and staff walkthroughs during onboarding.
Troubleshoot common hardware and software issues reported by customers or store staff, following established procedures.
Perform basic diagnostics on connectivity and system issues, escalating anything beyond routine fixes.
Build working product knowledge of the client's store, fuel station, and payment systems.
Guide store staff step-by-step through basic fixes and system resets over phone or chat.
Systems & Vendor Coordination
Assist with basic monitoring of system alerts and flag potential issues to senior staff.
Support the customer service team on routine technical questions.
Follow up on vendor-related tickets as directed by senior technical staff.
Participate in training sessions to build technical knowledge and troubleshooting skills.
