About Us
Pocket Systems, LLC provides advanced POS (Point of Sale) software and hardware solutions tailored for restaurants, bars, food trucks, and grocery stores. Our goal is to deliver 100% customer satisfaction by ensuring merchants receive fast, clear, and reliable technical support.
We are seeking Technical Customer Support Specialists to join our growing support team. If you enjoy solving problems, communicating clearly, and working in a fast-paced environment, we’d love to hear from you.
Position Overview
You will be the first line of support for merchants using our POS software. Your role will involve handling inbound support calls, diagnosing technical issues, and resolving problems efficiently. Coverage is required 7 days a week, with shifts designed to allow every team member two days off per week.
You must be reliable, articulate, and comfortable troubleshooting both software and hardware in real-world business environments that may include noise, stress, and time-sensitive issues.
Key Responsibilities
- Answer inbound support calls and assess problem urgency
- Log all issues in our support system and update resolution status
- Troubleshoot and resolve POS-related problems, including:
- POS hardware (credit card terminals, iPads, Windows-based systems, scanners, receipt printers)
- Networking issues (Wi-Fi, LAN, internet speed/connectivity)
- Credit Card Terminal-related support (card processing delays/issues)
- Escalate cases you cannot resolve to the appropriate team members
- Follow up with merchants to ensure full resolution and satisfaction
- Provide exceptional service under pressure in multi-lingual and multi-time-zone environments
Qualifications
- Availability during assigned shifts (including weekends and holidays on rotation)
- Strong verbal communication skills (clear, confident, and natural speech; no fake accent required)
- Technical understanding of POS systems, hardware, and networking basics
- Patience and adaptability when working with customers under pressure
- Previous technical support or help desk experience is a plus
- Bilingual or multilingual ability is a plus
Work Schedule
- Full-time, 7 days coverage with rotating off-days (2 per week)
- Shifts are 9:00 AM – 6:00 PM Eastern Time
- Weekend coverage required (with peak overlap hours on Fri, Sat, and Sun)
What We Offer
- Competitive salary based on experience
- Paid time off and holidays
- Comprehensive training program (Phase 1: Beginner → Phase 2: Expert)
- Career growth opportunities within a fast-expanding POS solutions provider
- Supportive, collaborative remote work environment
How to Apply
Submit your resume and a brief cover letter explaining why you’d be a great fit for our team. Applications without a cover letter will not be considered.
Job Type: Full-time
Pay: Rs70,000.00 - Rs120,000.00 per month
Work Location: Remote
