L1 Support

Provide Level 1 technical troubleshooting for POS devices and other supported equipment by remotely diagnosing issues and dispatching field technicians when required. Communicate with customers via phone, email, chat, and remote tools to resolve incidents while following Remote Incident Management processes and documenting activities in the incident tracking system. Review incident history to identify recurring issues, escalate incidents according to established paths, and contribute knowledge articles to maintain accurate customer/system documentation. Participate in team meetings, coaching, and continuous improvement initiatives while conducting incident quality audits and call monitoring activities.