Support Technician – L1

Teamified

Level 1 POS support technician serving Australian hospitality technology clients remotely from India. Troubleshooting software, hardware, connectivity, and customer support issues across phone, email, SMS, and chat.

Posted 8/11/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong Level 1 technical troubleshooting skills, particularly in POS systems and customer service, while effectively managing multiple support requests and maintaining clear communication with customers. Committed to continuous learning and improvement in technical knowledge and support processes.

Highest-signal resume keywords

Level 1 Technical TroubleshootingPoint Of Sale (POS) SupportCustomer Service SkillsAnalytical And Problem-Solving SkillsDocumentation Of Technical Issues

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSoftware DiagnosisHardware DiagnosisSystem ConnectivityBasic Networking KnowledgeIntermediate Computer SkillsSales Order CreationService Level Agreement (SLA) ComplianceCustomer Interaction Management

Soft Skills

Clear CommunicationEmpathySelf-MotivationTeamworkAttention To Detail

Certifications & Qualifications

Diploma In Information TechnologyDegree In Computer ScienceDegree In Information Systems

Industry Keywords

Help DeskService DeskApplication SupportHospitality TechnologyRetail Technology

About the role

Key responsibilities & impact

Act as the first point of contact for customers across phone, SMS, email, chat, and other support channels
Respond to incoming POS software, hardware, system, and connectivity issues and troubleshoot them according to established support guidelines and internal processes
Diagnose and resolve Level 1 technical issues within your capability and escalate more complex incidents to the appropriate technical team
Ensure all customer calls, incidents, and support requests are accurately logged, prioritised, updated, and escalated when necessary
Work within established Service Level Agreements (SLAs) and ensure customers receive timely updates throughout the resolution process
Deliver a high standard of customer service and maintain clear, professional, and empathetic communication in every interaction
Aim to maximise first-contact resolution and reduce repeat customer calls and tickets
Provide customers with basic system and product training over the phone or through remote support channels when required
Create sales orders for additional software or hardware requirements identified through customer interactions
Escalate customer complaints and significant service concerns to the Level 1 Team Leader or appropriate manager
Collaborate effectively with Level 2 Support, Systems Administration, Customer Success, Account Management, installation and training teams, and after-hours support teams
Maintain accurate documentation of troubleshooting activities, customer communications, resolutions, and escalations
Participate in training, coaching, knowledge-sharing, and professional development opportunities
Continuously develop technical knowledge across POS software, hardware, networking, and related technologies
Identify opportunities to improve support processes, customer experience, and team efficiency
Follow company security, workplace health and safety, operational, and customer service policies and procedures
Demonstrate the company's values through teamwork, accountability, customer focus, continuous improvement, open communication, and pride in the quality of your work

Requirements

What you’ll need

Previous experience in a Level 1 Help Desk, Service Desk, Technical Support, Application Support, POS Support, or similar customer-facing technical support role
Demonstrated Level 1 technical troubleshooting knowledge and ability to diagnose common software, hardware, system, and connectivity issues
Experience supporting Point of Sale (POS) systems or hospitality/retail technology is highly desirable
Intermediate computer skills with a good understanding of software and hardware; basic networking knowledge would be an advantage
Strong customer service skills and ability to communicate technical information clearly to non-technical customers
Excellent verbal and written English communication skills
Strong analytical and problem-solving skills with high attention to detail
Ability to manage multiple tickets, systems, and customer interactions while meeting competing deadlines and service-level requirements
Ability to accurately document technical issues, troubleshooting steps, resolutions, and escalations
Strong initiative, self-motivation, and ability to work effectively with limited supervision
Proven ability to build and maintain positive working relationships with customers and internal teams
Comfortable working within structured processes while using sound judgement to identify when an issue requires escalation
Willingness and ability to work 11:00 AM–7:00 PM AEST on a rotating 5-day roster, including weekends
Flexibility to provide after-hours coverage when required, including extended shifts to cover team member leave
Commitment to continuous learning and developing technical knowledge as products, systems, and support processes evolve
Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline is advantageous but not essential

Benefits

Comp & perks

Flexibility in work hours and location, with a focus on managing energy rather than time
Access to online learning platforms and a budget for professional development
A collaborative, no-silos environment, encouraging learning and growth across teams
A dynamic social culture with team lunches, social events, and opportunities for creative input
Health insurance
Leave Benefits
Provident Fund
Gratuity