Technical Support & Field Service Specialist

The Technical Support & Field Service Specialist role supports merchants by handling first-line customer and technical requests from the Roseville office, with occasional on-site installations and service calls across Northern California.

Role Location and Work Setup

• Location: Roseville, CA
• Work mode: 100% on-site (in person)
• Travel area: Field visits may occur throughout Placer, Sacramento, El Dorado, and Yolo counties, with occasional travel into the Bay Area or other Northern California locations

Compensation and Schedule

• Hourly pay: $21.00–$27.00 per hour
• Expected hours: 40.0 per week
• Employment type: Full-Time

Key Responsibilities

• Deliver first-line technical and customer support via phone, email, and chat.
• Troubleshoot issues involving payment terminals, POS systems, software, hardware, and connectivity.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up needs in ticketing/CRM systems.
• Maintain accurate, detailed notes while actively assisting customers.
• Resolve questions related to billing, account management, payment processing equipment, and software.
• Configure and troubleshoot POS systems, payment terminals, routers, network connections, and printers, along with related equipment.
• Support POS menu builds, software configuration, equipment setup, and deployment.
• Complete occasional on-site POS and payment equipment installations at merchant locations.
• Assist with basic networking troubleshooting, including network cabling, routers, and firewalls when necessary.
• Train merchants and their employees on newly installed equipment and software.
• Maintain accurate merchant account information.
• Follow up on open support issues and keep ticket statuses current.
• Collaborate with sales and operations teams to resolve merchant issues.
• Provide professional, patient, and friendly support, including during urgent or frustrated customer situations.

Required Qualifications

• Ability to work in the Roseville, CA office 100% of the time with no remote or hybrid option.
• Clear, professional English and comfort communicating with customers by phone throughout the day.
• Fast and accurate typing ability.
• Comfort with occasional on-site installations and service calls at merchant locations.
• Comfort driving a company vehicle and using company-provided tools and equipment for field work.
• Evening and weekend on-call availability on a rotating/as-needed basis.
• Strong spoken English and professional telephone communication skills.
• Strong written communication skills.
• Fast and accurate typing and data-entry skills.
• Ability to document detailed ticket notes while speaking with customers.
• Strong computer skills and comfort learning new software.
• Customer service experience.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple open issues and follow through until resolution.
• Reliable, punctual, and consistent attendance.
• Ability and willingness to travel throughout Northern California when needed.
• Comfort working with basic hand tools and installing POS/payment equipment.
• Education: High school diploma, GED, or equivalent.

Preferred Qualifications

• 2+ years of customer service or technical support experience.
• Previous help desk, call center, field service, or technical support experience.
• Experience with CRM or ticketing systems.
• Basic networking knowledge, including routers, Wi-Fi, Ethernet, and troubleshooting connectivity.
• Experience with POS systems, payment terminals, or merchant processing.
• Experience in banking, payments, financial services, retail technology, or restaurant technology.
• Spanish bilingual skills (plus, not required).

Tools and Technologies

• Ticketing/CRM systems
• POS systems
• Payment terminals
• Routers and network connections
• Printers
• POS menu builds

Field Work Notes

Most support is handled from the Roseville office. When an on-site installation or service call is required, you may use a CoCard company van and company-provided tools to install equipment, troubleshoot hardware or networking, configure a POS system, or help a merchant become operational.

Benefits

• Paid time off
• Professional development assistance
• Referral program

Screening and Additional Conditions

Employment is contingent upon successfully completing required pre-employment screening, including a background check and drug screening.

Education

High school diploma, GED, or equivalent.