Lahore, PakistanFull TimeMid-levelPosted 9d ago
Job Title:
Technical Support Representative- L2
About the Role:
We're looking for an experienced, methodical Technical Support Representative to support a US-based client operating fuel stations and convenience stores. The ideal candidate has strong troubleshooting ability, deep understanding of POS and store systems, and a track record of resolving complex, escalated issues. This role owns Level 2 support, leads root-cause investigations, coordinates with hardware vendors, and mentors junior team members. The successful candidate manages escalations end-to-end, drives system rollouts, and documents solutions that raise the whole team's capability.
Technical Support & Troubleshooting
- Own the end-to-end technical acquisition checklist for every newly acquired store or fuel stations.
- POS system compatibility review, installation, and configuration.
- Payment terminal and payment gateway setup, testing, and PCI compliance checks.
- Diagnose connectivity, network, and integration issues between store systems, payment processors, and fuel controllers.
- Maintain expert-level product knowledge of the client's store, fuel station, and payment systems.
- Act as the escalation point for unresolved or high-impact issues, working directly with engineers and vendors.
- Systems & Vendor Coordination
- Lead coordination with equipment vendors and service providers on hardware repairs, replacements, and maintenance contracts.
- Own configuration, testing, and validation of POS and fuel dispensing software updates.
- Plan and drive rollout of new hardware, software updates, or system changes across multiple store locations.
- Proactively monitor system alerts, identify patterns, and implement preventive measures for recurring faults.
Requirements
Education & Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred; significant hands-on experience will also be considered.
- 3 to 5 years of technical support experience, with demonstrated ownership of complex or escalated issues.
- Proven experience supporting multi-location retail, convenience, or fuel station brands, ideally for US-based clients.
- Deep experience supporting POS systems, fuel pump controllers, card readers, and payment gateways.
- Strong working knowledge of networking (Wi-Fi, routers, VPNs) in multi-site retail environments.
- Advanced troubleshooting, diagnostic, and root-cause analysis skills.