Technical Support Repersentative L1

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.
  
  
  

Requirements

Education & Qualifications

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

Preferred Skills:

• Basic familiarity with POS systems, payment terminals, or retail hardware.
  
• Basic understanding of networking concepts (Wi-Fi, routers) is a plus.
  
• Good troubleshooting instincts and willingness to follow structured processes.
  
• Comfortable using ticketing tools (e.g., Zendesk, Jira) and remote support software