Help Desk POS Specialist

Specialist I, Help Desk POS

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

This entry-level role provides front-line technical support for Payroc merchants using our POS and payment solutions. The position is responsible for responding to inbound support requests, troubleshooting common hardware and software issues, and escalating more complex problems when necessary.

The ideal candidate is customer-focused, technically curious, and comfortable working in a fast-paced, client-facing environment. This role plays an important part in maintaining system reliability and ensuring merchants receive timely, effective support.

Duties And Responsibilities

• Deliver Tier 1 technical support to merchants via phone, email, and ticketing systems.
• Troubleshoot common POS and payment processing issues, including device connectivity, transaction errors, and hardware malfunctions.
• Document and manage support cases in the help desk system, ensuring accurate tracking and timely resolution.
• Assist merchants with system setup, configuration changes, password resets, and basic product guidance.
• Escalate complex or unresolved technical issues to Tier 2 support or engineering teams.
• Maintain working knowledge of supported POS platforms, payment software, and hardware devices.
• Contribute to knowledge base documentation to improve internal troubleshooting resources.

Qualifications

• 1+ year of experience in technical support, help desk, or customer service.
• Basic familiarity with POS systems, payment terminals, or networking concepts.
• Strong troubleshooting and problem-solving skills.
• Ability to clearly explain technical concepts to non-technical users.
• Experience managing multiple requests in a fast-paced support environment.
• Comfortable working with Windows, iOS, or Android operating systems.

Preferred Qualifications

• Experience supporting POS platforms such as Clover, Toast, Revel, Aloha, Lightspeed, or Square.
• Knowledge of payment processing, EMV technology, PCI compliance, or merchant services.
• Experience using Salesforce Service Cloud or similar CRM platforms.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
• Bilingual communication skills.

Working Conditions

Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations. Full-time, 40 hour work week; 3PM - 12AM(ET). Weekend availability required.

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com

Compensation And Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.

Key skills/competency

• Help Desk
• POS Systems
• Technical Support
• Customer Service
• Troubleshooting
• Payment Processing
• Hardware Malfunctions
• Software Issues
• Ticketing Systems
• Merchant Services