Lahore, PakistanFull TimeEntry-levelPosted 9d ago
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.
- 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.
- 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